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CWP

34 results found

  1. email update

    When a customer signs up for CWP with an email address this is NOT added in the communication preferences screen, which therefore does not update UMS. It is making double work for someone, either the customer or us. If the customer is already signing up with an email address, that email should populate in the preferences screen and on UMS, and land in the UMS audit screen to save time and most importantly, frustration on our customers' side. They're thinking when they sign up they are all updated and ready to go, but that is not the case.

    3 votes

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  2. Ability to edit standard "payment received" email receipt through portal

    I'd like the ability to edit the standard electronic payment receipt that is sent to end users when they make a payment on the portal.

    2 votes

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    1 comment  ·  Admin →
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  3. 2023 User Summit- Allow a customer to ONLY change the exp. date on CC

    Currently, when a CC expires, they have to go in and delete the entire card and then add a whole new wallet ite, Allow them to just change the exp. date.

    6 votes

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  4. Please have disconnection date show on penalty notices that appears on payment portal

    Penalty notices on the payment portal need to show the disconnection date. Some customers only use the portal and do not look at paper notice in the mail. It is important when we cut off the meter that the notice has the date shown.

    1 vote

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  5. Approaching Bill Due Date Notification

    Customers need the ability from CWP to establish bill due date reminders 5 days in advance. If this could be configurable that would be great, but a 5-day notice would be sufficient initially. These reminders may be delivered via email, text, and sms.

    17 votes

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  6. 2023 User Summit-CWP Tool Tips

    Currently on the CWP when someone is registering there is not a lot of description for the end user to help guide them when issues are encountered. Example: I have had several customers call us saying they cant register, turns out their username is not being accepted as a valid user name. All the information that is given is a red box around the user name. There is no description of what is wrong so the customer calls after they have tried to change it 2 or 3 times and it still shows red. It would be nice if there…

    4 votes

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  7. Auto Pay Sign Up during Payments

    Feedback received from Rockin M Gas, LLC:

    Some end users find the Auto Pay Sign up through the Payment process as not user friendly. The users inadvertently check to add auto pay when approving the payment, when not intending to set it up. The two checks boxes on the website are so close together that it is confusing and easily in error checked.

    1 vote

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  8. Be able to add documents to the wallet page

    We want to be able to add help documents for our customers to the wallet page

    1 vote

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  9. 1 vote

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  10. Utility Facing Application In CWP

    We often hear from customers that require assistance in navigating the CWP for Auto Pay, etc. We have no way to see what the customer is seeing with regard to pay methods and as such it is difficult to assist resulting in frustrated customers. Please allow us to see at a minimum a portion of the pay method/card and expiration date to bettter assist our customers.

    6 votes

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  11. Allow for relocation/moving message boxes & pics on Web Portal.

    Make it possible for users to move/relocate/resize messages & photos that they have uploaded to prevent one from overlapping the other. It would keep the web portal looking much cleaner and easier for customers to read/view what we put on the portal for them to see - which is important information.

    1 vote

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  12. Electronic Payment Failure Reasons

    Display reason for payment failures on the customer portal. It would be helpful when dealing with a customer in the moment to know the reason their payment failed; currently we have to reach out to support and the delay is unacceptable to the customers.

    3 votes

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  13. IVR To Explain How To Key In Payment Amount

    Our IVR system (pay by phone line) is through Stripe. The system does not give instructions on how to enter the payment amount. For example, if a customer wants to pay $200.00, many are only paying $2.00. It should give an example: "To pay $200.00, enter 2-0-0-0-0." Or, it could say something about including (2) decimal spaces in their payment amount.

    5 votes

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  14. CWP To Contain Red/Highlighted Fields

    When a customer has entered invalid information on the CWP, or when a customer has not filled in a specific field on the CWP, the website should tell the customer what they are doing wrong. Many websites will have pop ups explaining the criteria, or blank fields will be highlighted in red showing that they were not filled in. Our customers have a hard time trouble shooting, as do we when trying to help them, because the CWP is so vague when something is not correct.

    4 votes

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  15. Quick Pay: Disallowed Payments

    As a utility billing manager, I need the ability to truly prevent specific customers from successfully making payments on the customer web portal using Quick Pay. Currently the system does not stop processing those payments, it allows them to be processed but only prevents the payment from being posted the customers account history. We are then forced to VOID/reverse the payment and a refund is issued to the customer during reconciliation. It would be useful to have an option that truly prevents the payment from being processed. This add extra work for the customer service staff and causes confusion for…

    1 vote

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  16. "Add user to payout report"

    Would like the Notification Settings option under 'Manage Payment Services' to be Bolded because it is easy to miss when adding users to the payout report.

    1 vote

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  17. Simplify the process for customers to establish or edit their communication preferences via the portal.

    If it were easier for customers to set or modify their communication preferences they would be more likely to do so.

    4 votes

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  18. Customer Portal - Meter and Transmitter Number

    It would be nice to have the meter and transmitter number on the customer portal. We have customers that look at their meter and compare it to their meter number on their bill. This would help guide customers on the portal on what number they are looking for.

    1 vote

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  19. Print or export detailed account history from the customer portal

    We'd like customers to be able to print or export a list of their detailed account history for any given date range from their customer portal.

    9 votes

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  20. Enhancement to CWP for allow for Usage History Chart to be configured or controlled which services are displayed

    Enhancement in the future CWP 3.0 to allow for this chart to be configured or a way for utilities to control which services are displayed or the order in which they are displayed within the Usage History dropdown of charges.

    1 vote

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