Business Process Outsourcing

Nexant knows that the success of any utility demand-side management initiative hinges not just on marketing and education, but on superior customer service and rebate fulfillment activities. Our fully functional call center, application processing and rebate fulfillment team, and trained customer service representatives are committed to customer satisfaction.

Customer Call Center
Nexant's call center has the capacity to support numerous dedicated toll-free customer service numbers. It handles calls from customers and trade allies requesting application status updates, missing/incorrect information on applications, reservation forms, and general program information, as well as details about customer eligibility requirements and eligible technologies and payment processing. Staff are trained to be conversant with not only program eligibility requirements and participation procedures, but also Nexant resources and contacts for technical support.

Additional customer service functions include:

• Making direct telephone contact in marketing campaigns
• Confirming customer eligibility
• Scheduling visits of auditors, contractors, and installers with customers
• Conducting telephone customer satisfaction surveys
• Providing account management consultation and comprehensive customer service

Incentive Application Review and Fulfillment
Nexant provides turnkey incentive fulfillment services for a wide range of utility DSM programs (electric and gas, residential and non-residential). Our in-house application processing center provides timely and accurate incentive fulfillment for our utility clients. Trained staff receive customer incentive applications, perform due diligence review, and provide quality assurance inspections or confirmations. Depending on the utility's preference, Nexant prints and mails the incentive payments to customers on check stock showing the client's name. Alternatively, we handle the incentive application up through final approval, and the utility processes the customer's payment.