Enhancing the Customer Journey
In March, Chesapeake Utilities and Sandpiper Energy went live with EZ-PAY. We now offer our customers a new level of convenience for paying their bills.
The EZ-PAY portal powered by KUBRA gives our customers a wide variety of payment options, tailored to their needs and preferences. Customers have the option to make one-time payments without creating an account, or to create an account to store payment information for recurring use. All is achieved for a small reduced transaction fee! Customers can also opt to make a free cash payment at any one of our retail cash payment providers within our expanded network.
The Customer Care Project Management Team has devoted countless hours to planning and testing to ensure that the customer experience of using the new EZ-PAY platform is seamless.
For Chesapeake Utilities, future phases of this project will include electronic and paperless billing, customer notifications and preferences as well as enhanced self-service features through a newly designed customer portal. Future phases will also enhance FPU’s capabilities by providing benefits such as real-time account balances, pay-by-text features and access to the retail cash payment providers.
An external microsite at chpkgas.com/ez and an internal SharePoint site at corp.cpk.chpk.com/EZ have been created with updates and frequently asked questions to ensure everyone stays informed about EZ-PAY.
KUDOS to the EZ-PAY Project Management Team
- Richard Brewer
Director, Customer Care & Revenue Operations - Puru Buddha
Director, Business Applications - Aubrey Burris
Customer Care Solutions Analyst IV - Nicole Carter
Assistant Vice President - Eileen Cassidy
Quality and Customer Experience Analysis Manager - DeShaundra Jones
Director, Customer Experience & Quality - Jeffrey Leach
Manager, Customer Care Front Office - Amelia Lewis
Customer Care Assistant & Project Coordinator - Rhonda Richardson
Payment Processing Supervisor - Dawn Sard
Consultant – CIS Team - Kevin Smith
BIS PMO Specialist - Arnell Willis
Customer & Project Coordinator
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Left to right, are Kelly Parmer, Director, Planning & Analysis; Nicole Carter, Assistant Vice President, Customer Care; DeShaundra Jones, Director, Customer Experience & Quality; and Rich Brewer, Director, Customer Care & Revenue Operations.
An integral part of this project also included the Validation Customer Experience – VCE Team. Team members assisted the Project Management Team by taking the time to go through the payment process and/or account set up processes to test just what the customer would experience on the EZ-PAY portal.
A cross-functional Change Champion Team was formed including colleagues from our Customer Care Front and Back Offices and Operations department. These Change Champions are the subject matter experts and advocates for the EZ-PAY payment solutions who are charged with communicating any changes, gathering feedback and assisting their peers in managing the change.
Thank you to our VCE TEAM MEMBERS!
- Joe Abba
Senior Manager, Service Desk & Facilities - Shane Breakie
Assistant Vice President, Chesapeake Utilities - Kisha Brown
Operations Analysis Manager - Nicole Carter
Assistant Vice President - Ellen Davies
Operations Assistant II - Josh Denham
District Gas Operations Manager - Wanda Edwards
Customer Service Representative III - Rudy Gonzalez
Director of Procurement - Sarah Hardy
Financial & Regulatory Specialist - Dean Holden
Manager, Business Development & Sales - Tom Kosikowski
Senior Data Analyst - Marie Kozel
Regulatory Analyst III - Jeffrey Leach
Manager, Customer Care Front Office - Nicole Manno
Customer Service Representative I - Cynthia Pagan
Business Operations Assistant - Debbie Smith
Community Engagement Manager - Aleida Socarras
Vice President, Chesapeake Utilities Corporation - Teresa Welch
Operations Assistant I
Thank you to our Change Champions!
- Yvette Avila
Customer Service Representative - Ellen Davies
Operations Assistant II - Rhonda Richardson
Payment Processing Supervisor - Teresa Welch
Operations Assistant I