CWP
43 results found
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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.
21 votes -
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.
11 votes -
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.
10 votes -
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.9 votes -
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.
7 votes -
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…
7 votes -
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
7 votesWe need more votes on this request.
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CWP - Customer changes are not reflected in UMS Audit Tab
We have several customers who make changes to their CWP account but the changes are not visible to the CSR. So when the customer calls with issues or saying they edited their payment methods two months ago, nothing shows in UMS. To assist our CSR's with disputes, please bring audit trails from CWP into UMS.
6 votes -
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 -
credit card failure note
message auto populates on CWP when ccd payment fails so the customer can see what and why in their account history. It could say declined or ISF or something.
5 votes -
expiring credit card
CWP already has an email on file for a customer so an automatic email when a ccd is about to expire and when it has expired would be useful to limit account touches on our part
5 votes -
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.
5 votes -
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 -
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.
5 votesPlease vote if this is something you would like to see changed on a future update.
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autopay setup too cumbersome
big autopay button at top of page only takes the customer to ccd autopay. that should be customizable based on what we want them to use the most or take them to all of the options.
also, setup for autopay for ach draft is too many steps compared to other signup portals. we get a lot of complaints and questions about how to set up autopay.
4 votes -
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
4 votes -
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 votesWe need more votes for this request.
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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 votesWe need more votes on this request.
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CWP: payment(s)/ user fees
CWP: Customer option to pay all/some of their accounts at one time, and NOT pay a separate user fee for their multiple accounts.
3 votes -
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…
3 votes
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