Your email, that is. Paperless billing is a cost saver companies in the public and private sectors are employing. Utility company, Detroit Edison (DTE), said their eBill program helps avoid the use of 175,000 pounds of paper every month. "It also helps reduce the cost of billing; this ultimately saves customers money," the utility said in a statement.
However, this trend isn’t welcomed by all. While paperless billing is saving money and trees, it has inadvertently created more costs for some customers. Unfortunately, after DTE automatically enrolled customers into paperless billing, many missed their bill and received late fees. The utility promptly reversed the program and will reimburse customers impacted.
By and large, utilities are trying to create savings they can pass on to consumers. The Los Angeles Department of Water and Power (LADWP) has launched a new program designed to help customers manage their own savings. “We’re excited to offer these online, interactive tools to our customers, allowing them to keep track of their water and energy use throughout their billing cycle so they can make adjustments to lower their use and manage their bill,” said Martin Adams, LADWP General Manager and Chief Engineer.
LADWP’s Energy Advisor Tool presents a set of questions to paint a picture of each individual consumers needs and habits. The tool then provides a comprehensive report of methods that will enable them to reduce their consumption. The tool also serves as another customer touchpoint where recommendations, tips and additional services can be promoted.
Perhaps the lesson learned by DTE will raise awareness with customers to save trees. It has no doubt helped other utilities to see the importance of clear communication and opt-out options when they switch to paperless billing.
How is your utility passing savings down to your customers?