1. Focus on the customer? Of course!
But what about my staff? Utility Payment Conference – September 17, 2019
Matthew Mays
Manager, Payment Operations
Constellation
Vince Sykora
Regional Sales Director
Paymentus Corporation

2. We’re In The Midst Of A Major Shift
How payments are made is rapidly changing:
In the U.S., digital wallets like PayPal, Venmo, Amazon Pay and Apple Pay are projected to overtake credit cards as the most popular online payment method in Worldpay
Technological advancements are transforming how consumers and businesses interact:
By 2021, 40% of consumers will use voice assistants like Alexa instead of websites or apps when service needs arise - Capgemini
By 2020, 85% of all interactions between millennials and businesses will occur without human interaction, as self-service and chatbots become fully ubiquitous - Gartner
Those of whom embrace the shift, will have a significant advantage in the pursuit of maximum customer satisfaction and operational excellence.

3. Customer Satisfaction
Consumers Are Seeking More Options And Simplified Experiences
According to J.D. Power, the ‘Billing and Payment’ experience drives up to 58% of total customer satisfaction scores
Billers who receive highest ‘Billing and Payment’ customer satisfaction scores offer more payment methods and simplified checkout experiences vs. their peers
Based on a 2018 ComScore Survey, 70% of consumers cite ‘availability of payment methods’ as top priority during payment experience
Positive Correlation Between Choice and Satisfaction:
One key factor that contributes to satisfaction in the ‘Billing and Payment’ category is payment choice; ‘variety of payment methods’ offered is highly correlated to customer satisfaction
Customer Satisfaction
Number of Payment
Methods / Channels

4. More and More Options
Payment Channels

5. PAYMENT PROCESSING SERVICES
Managing Integration with More Channels
Channel 1
Channel 2
Channel 3
Channel 4
Channel 5
Channel 6
Channel 7
Single Integration Layer
PAYMENT PROCESSING SERVICES
eCheck
Debit Cards
Credit Cards
CIS

7. About Constellation, an Exelon company
Leading competitive energy company
Providing power, natural gas, renewable energy, and energy management products and services
2 million residential, public sector and business customers including more than two-thirds of the Fortune 100 companies
Commitment to innovation, dependability, transparency and service

8. Constellation’s Goals
Streamline processes and simplify reporting and reconciliation
Consolidate, consolidate, consolidate
Maintain compliance
PCI compliant solution for taking phone payments
Enhance customer experience
More channels, consistent user experience
Same look/feel/process to complete payments regardless of channel

9. Credit Card Processers
2015/2016 – Multiple of Everything
AR Systems
5 Platforms
Credit Card Processers
6 Vendors
Online Websites
7 Sites
Invoice Formats
6 Versions
Banks/Lockboxes
4 Vendors/12 Accts
Walk-Up Payments
5 Cash Vendors

10. Transformation – Major Factors
Move away from account-level application to invoice-level application
Methodology Best Practice
Bank – Vendor A
Web/phone Payment – Vendor B
Walk-Up Payments – Vendor C
Vendor Consolidation
Paymatch Logic
Cash Work-Queue System
Business Process
Account numbers
Bank accounts
Invoice/remit
Online portal
Customer Change
Excerpt From: Deloitte Whitepaper
“As payments come in, it’s essential they be applied both to the right customers and to the specific customer invoices they relate to.”
Excerpt From: SAP system Implementation Whitepaper
“Automate the matching of the payment advice to the customers’ open items Results: Faster, more accurate processing: eliminates time-consuming and error-prone manual reconciliation in SAP”

11. Increase Satisfaction
Key Performance Indicators – Improvements to Focus on Customer
Transactional Survey Results: 67% Improvement
Cash Posting in 24 Hours: 50% Improvement
Unapplied Cash: 90% Reduction
Open C&I Care Tickets: 78% Reduction
Open MM Care Tickets: 88% Reduction
Increase Satisfaction
Decrease Exceptions

12. We will continue to accept and process legacy numbers.
Payment Options Available to Commercial & Industrial Customers
Vendor A
Paper Checks
ACH
Wires
Online Bill Pay via Customers Bank
Vendor B
Checking/Savings/Credit Card
Pay by Phone/IVR
Online (Energy Manager)
Agent (Customer Care)
Please note the customer should always use their remit stub when attempting to pay and provide their new Customer Number & Statement Number.
We will continue to accept and process legacy numbers. .

13. We will continue to accept and process legacy numbers.
Payment Options Available to Residential & Small Commercial
Vendor A
Paper Checks
Electronic Checks via ACH
Online Bill Pay
Vendor B
Credit/Debit – Visa/Mastercard, AMEX/Discover or Checking/Savings Account
Pay by Phone/IVR
Online
Agent
Security Deposits (Only Visa, MC, AMEX, DC)
Vendor C
Cash – In person
Credit/Debit – Online (pending removal)
Please note the customer should always use their remit stub when attempting to pay and provide their new Customer Number.
We will continue to accept and process legacy numbers.
Payments Options Scheduled for Shutdown – Q1 2019
Vendor 1 (Cash)
Vendor 2 (Cash)
Vendor 3 (Cash/Check)
Vendor 4 (Cash/Check)
Vendor 5 (Credit/Debit)
Vendor 6 (Direct ACH/Wires)
Vendor 7 (Credit/Debit/ACH)

14. Consolidation from 6 Different Websites to 2
Multiple Vendors to One
Wallets
Auto-Pay
Pay Later
Scope of Conversion
Consolidation from 6 Different Websites to 2
Energy Manager (Commercial)
My Constellation (Residential)
2017
Vendor 1
Vendor 2
Vendor 3
2018
Vendor 4
2019
Vendor 5
Vendor 6

15. Invoice Information Regarding Paying
Online Payments
Quick and easy payments
Set up auto pay
Save payment information
View statement history
Manage notifications
Self-Service or
Agent-Assisted IVR
Easy to use call flow
PCI compliant agent solution
Finding Nearest Sites for Cash Payments (i.e. CVS, Walmart, Grocery Store)

16. C&I Energy Manager Portal: Moving from…
Older, outdated online portals
Difficult to use interfaces
Multiple portals with different usernames and passwords
Inconsistent features
Limited payment abilities

17. C&I Energy Manager Portal: Moving to…
One unified portal, power & gas
Clean, attractive interface
Responsive design (mobile!)
Easy online payments
Interactive usage reports

18. Voice-Based Assistants Modern Payment Methods
What’s Next? More channels, more payment methods
Voice-Based Assistants
Facebook
Chat
Mobile Wallet
Pay-by-Text
Modern Channels
PayPal Credit
Venmo
PayPal
Apple Pay
Google Pay
Modern Payment Methods

19. customer satisfaction
Overall Goals
Maximize
customer adoption
Streamline
processes
Increase
customer satisfaction
Level 1
PCI Compliance

20. Paymentus Corporation
Questions?
Matthew Mays
Constellation
Manager, Billing & Payments
(667)
Vince Sykora
Paymentus Corporation
Regional Sales Director