The ECI REC Consumer Service Department was recently recognized by National Information Solutions Cooperative (NISC) with a Service Excellence in Process - Honorable Mention award for a new, streamlined member application process. ECI REC partners with NISC for integrated IT solutions for billing, accounting, engineering, and operations. The honor was presented to Consumer Service Supervisor Kelly Pohlmann and Consumer Service Representative Robin Moore at the NISC Member Information Conference. Awards were given in just three categories, with one winner and one honorable mention in each.
“We were encouraged to enter our project by our NISC representative, who noted our group was progressive and forward-thinking,” said Pohlmann. “Of course we appreciated the kind words, and it was an honor—and a complete surprise—to be recognized in front of approximately 1,000 other utility-industry colleagues from across the country.” NISC works with utility cooperatives and telecommunications companies across the nation.
The new membership application, which is automatically generated once a consumer service team member creates a new member within the system, can be emailed or printed and mailed. Pohlmann worked closely with NISC to integrate aspects such as the new member letters and to establish an efficient work flow for the CSR team. The application and letter even pull in member-specific data.
Previously, when the application could only be mailed, the number of unreturned memberships was higher than ECI REC would like to see. Since March 2013 when the new application went into use, of the 1,579 applications sent out, all but 134 have been returned. ECI REC has saved $1.50 for every membership application sent electronically instead of by USPS.
“This response increase is a big win for ECI REC and our members, because members who do not complete the application process are not eligible for patronage dividends, one of the greatest benefits of cooperative membership,” said Pohlmann.