Milestone was recognized as a Silver Sponsor in May 2017 in Fort Worth, TX during CS Week 2017, the largest annual gathering of utility customer service professionals in the country.
During CS Week, utility customer service and IT leaders discussed the keys to successful customer engagement. One factor mentioned is the need to offer a revolutionary customer experience through digital self-service and mobile-friendly portals. Another focus was the importance of a modern Customer Information System (CIS) with functionality that supports complex business processes.
CS Week Session Highlights
During a conference session on Wednesday, May 24, attendees heard from Ellis Chandlee, Director of Commercial and Corporate Applications, I.T. at ONE Gas. Chandlee shared how the utility transformed 330 business requirements into an integrated business process optimization platform for enhanced “people and process” functionality. Chandlee discussed alternative options to replacing an outdated CIS that can result in less expenditure, reduced customer call handle times, minimized training duration, improved data accuracy, and happier, more effective employees.
Here is Chandlee describing how Milestone eCSR extended the life of their CIS, and how this has benefited the utility since 2016:
Milestone Group Dinner Event
Thank you to our clients, partners, and friends who were able to join us for a private dinner event during the conference. The group enjoyed ribeye steaks (pre-approved by Ram, of course) as part of a four-course meal to show our appreciation to loyal clients throughout our past 15 years in business.
Milestone Looks Forward to CS Week 2018
We look forward to returning to CS Week to showcase our utility billing and Customer Information System (CIS) services alongside our two customer engagement solutions. See you next year!