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CWP

34 results found

  1. 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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  2. 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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  3. auto pay

    Please redesign the set-up/workflow or steps for ACH/credit card auto pay.
    Many users have difficulties with the site, after setting up the ACH the system does not easily direct them to enroll the auto pay after validating.

    8 votes

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  4. 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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  5. 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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  6. Multi-Location Payments - Single Payment

    Customers current at multiple locations, would like the ability to decide how much to pay on each location when making 1 payment to pay multiple locations. Example, the customer may want to make partial payment on one location while paying the balance in full on another location without making multiple payments and paying multiple processing fees.

    Added for Parkersburg Utility Board

    6 votes

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  7. 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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  8. 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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  9. 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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  10. 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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  11. Customize communication preferences window on customer portal.

    Customize communication preferences window so we can activate what we want to be available to customers on customer portal.

    4 votes

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  12. Add a tab on the Payment Services Dashboard for Rejected/Failed/NSF payments for Echeck

    Add a tab on the Payment Services Dashboard for Rejected/Failed/NSF payments for Echeck. This will make reconciling deposites to the bank easier since Echecks are SO delayed in hitting the bank. and email notification are not so reliable.

    4 votes

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  13. 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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  14. 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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    1 comment  ·  Admin →
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  15. 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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  16. make it easier for customers to link accounts in CWP.

    Customers have difficulty in linking multiple locations for a single login. Please try to simplify this process in the changes that you incorporate in CWP3

    2 votes

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  17. Limit Customer Communication Preferences

    Have the option to limit communication preferences.
    Currently, we can provide customers Communication Preferences that are all or nothing. That creates a lot of extra work for staff. If customers select PRINT on any of these options, we now have to mail notifications.

    Example: Customer decides they want a printed notification of when a payment is received.

    2 votes

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  18. 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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    0 comments  ·  Admin →
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  19. 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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    0 comments  ·  Admin →
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  20. 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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    0 comments  ·  Admin →
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