COVID-19 Energy Assistance Case Management

Customer service representatives often face a daunting task in managing customer requests for energy assistance during times of need. The energy assistance case management solution leverages Salesforce Customer Community Self-Service for utility customers to learn more about financial assistance options. Cases created are managed by a customer service agent and passed through customized approval workflows, based on the specific customer needs and programs available. Utility customers can find financial assistance opportunities and answers quickly through the simple interface and application process offered in the energy assistance case management tool. This solution provides utility customers with a one-stop process for all available programs. Utilities get real-time visibility into the volume of assistance program requests and have insight into how demand is shifting or changing. Customer requests are brought into focus, allowing utilities to understand the level of debt and plan what can be recovered from assistance programs and rate case increases. This insight is crucial to understanding the impact of COVID-19 on utility customers and operations.