In 2017, Southern California Edison (SCE) centralized its process for addressing customer complaints for payment scams and fraud. This centralization allowed SCE to develop a process for data collection and analysis, leading to targeted education and outreach. This project has significantly reduced the number of customer complaints while also reducing the overall cost of bills. As a result SCE has realized significant improvement in customer satisfaction and operational efficiency.
Learn ways to analyze data and evaluate trends to:
Implement techniques to reduce payment scams and spoofing of customers
Decrease losses and reduce complaints from customers
Discover new efficiencies in customer operations
Presenter:
Paige Yamashita, Project Analyst, Southern California Edison
