PPL Electric Utilities finds more customers use Web, phone system than calling customer service
 
For the first time, more PPL Electric Utilities customers are using self-service options on the utility’s Web site and the customer care center’s interactive phone system, rather than speaking with a customer service representative. The increase in consumer acceptance for the Web and its automated call system continues an upward trend toward self-service options during the past two years.

PPL Electric Utilities customers can get an updated account balance, make a payment or report a power outage using the company’s interactive voice response telephone system. Nearly 400,000 transactions were handled this way during the first five months of 2010, up 34 percent over the past two years.

At www.pplelectric.com, the utility’s customers have even more self-service options available anytime every day. More than 630,000 service transactions were handled on the Web during January through May this year – up 16 percent from last year and 29 percent over 2008.

On the Web, customers can start or stop service, view billing information, enroll in various bill payment plans and make arrangements to pay their monthly bill. Additionally, PPL Electric Utilities customers can view their hourly, daily or monthly electric usage patterns, analyze their usage, and get tips to reduce their utility costs. Once customers register their “my PPL” account, they can report a power outage and get updated outage information on the Web, too.

PPL Electric Utilities’ Web site features an energy library of helpful articles for consumers; an energy calculator to understand how much electricity different appliances consume; an online store for discounted energy-related products; the E-Power suite of energy efficiency tips, rebates and incentives; and safety information for parents, teachers and children.

PPL Electric Utilities’ customer contact center remains quite busy, handling more complex consumer issues. Customer service representatives handled more than 2.1 million contacts with customers in 2009 and more than 975,000 contacts during the first five months of this year. With rate changes and electric choice, many consumers still want to speak with a representative, and the care center has staff available from 8 a.m. to 5 p.m. Monday through Friday.

“In today’s society, we understand consumers are looking for convenience and want to do business on their schedules. We’re pleased there’s been steady growth in usage of our Web site, and we’ll keep working to ensure it is consumer friendly and meets the needs of our customers,” said Robert M. Geneczko, PPL Electric Utilities vice president of Customer Services.

While technology is helping the company serve customers better, some customers prefer sending a letter occasionally. PPL Electric Utilities said more than 31,000 pieces of correspondence – letters, faxes and e-mails – also were received through May of this year.

PPL Electric Utilities Corporation, a subsidiary of PPL Corporation that provides electricity delivery services to about 1.4 million customers in Pennsylvania, has consistently ranked among the best companies for customer service in the United States. More information is available at www.pplelectric.com.