Customer and Billing

Utilities are facing increased pressure to streamline and automate contact with customers and provide enhanced self-service solutions. However, companies don’t always understand or see the implications of transformative customer and billing projects. These robust systems make data immediately visible to customers, requiring more advanced customer service skills and system competence both in the call center and in the field.

Mosaic is a system and module-agnostic vendor that helps energy companies make the best decisions for their business around process and design decisions to avoid business inefficiencies, reduce workarounds, and improve data quality and analytics.

Mosaic’s services include:

Mapping system processes to roles to identify business-specific impacts, determine actions and decisions that need to be made to mitigate risk, and develop methods to prepare and educate employees about changes before go-live.
Building and delivering role-based training that increases end user adoption, speeds the time to proficiency using the new system and processes, and fosters the measurable achievement of business goals.
Creating performance support tools that provide end users with the critical, task-based, procedural instruction they need to complete their work back on the job.
A very pragmatic, business-oriented approach to change management and communications that prepares the workforce to be ready and willing to adopt and then stabilize enterprise-wide change.