ComEd enhances online service options based on customer feedback

ComEd eCheck and Paperless Billing enable free bank account payments, a secure virtual wallet, online access, and email bill alerts, improving customer experience with convenient utility billing and streamlined digital payment options.

In 2014, ComEd customers set the record by completing more than 19.4 million transactions through ComEd's web and mobile sites. More and more customers are opting to use web-based tools to review their accounts and pay their utility bill online. Now, ComEd is making it even easier for customers to conduct online transactions by adding a few more free options.

ComEd customers can now log in to their online account to schedule a free electronic check eCheck payment using their bank account. ComEd eliminated the $2.50 processing charge for electronic check payments to offer this free and convenient online option to customers. In addition, customers can securely store their payment accounts in their virtual wallet for future use.

Furthermore, customers enrolled in ComEd's Paperless Billing program can receive their bill directly from ComEd.com, a feature that was previously available only through a third party website. Enrolled customers will receive an email from ComEd when their bill is ready to view online.

These new customer service improvements were made based on direct feedback from customers, and bill assistance grants help further support households as part of the utility's efforts to offer its customers a premier experience.

The enhancements have already shown a positive reception with a 19 percent increase in customers choosing to pay with eCheck within the second month after the launch of the new features. In addition, more than 45,000 customers have already enrolled in the new paperless billing option.

"We're working hard to create the best experience we can for our customers," said Val Jensen, senior vice president of Customer Operations, ComEd. "With the launch of our new electronic payment options, including new ways to pay online, we are delivering on our customer promise and providing them with convenient tools that better meet their needs."

The utility's customer service tools are at the forefront of technology, and its energy efficiency programs support enhancements available in the energy industry today. Last year, the utility redesigned its residential customer bill using crowdsourcing to gather customer input and, following lower power rates in Illinois, was recently recognized by PowerGrid International with its Customer Engagement Project of the Year Award.

In addition, ComEd's smart phone app achieved more than two million mobile transactions last year and shares energy-saving tips for space heaters to help renters, and has been recognized by J.D. Power as an industry best practice. ComEd also became the first utility to offer its customers the option of reporting an outage through Facebook.

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