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• Provide a link to the City's online survey for <br />customers to request changes to the water use <br />factor variables or provide a method of collecting <br />water use factor variables. <br />Customer Service Portal (Utility -facing Portal) and Smart iQ Analytics <br />The scope of the Project will include the <br />following utility facing modules. <br />1. Customer Service Portal <br />a. Dashboard <br />b. Customer Engagement Analytics <br />c. Notification <br />d. CSR Workbench <br />e. Administration <br />2. Smart iQ Analytics Version 1.9 <br />a. Water Budget Setup <br />Customer Service Portal <br />This module will provide visual dashboards that <br />1. Dashboard <br />display the key KPIs across different customer <br />interactions and customer engagement functions. <br />The configurable dashboards can be set up to view <br />the summarized information of the high level <br />processes in scope based on the selected SCM® <br />modules. Specifically, City personnel will be able to <br />view the process KPIs and metrics for bills and <br />payments done, usage trends, notifications sent and <br />received, analysis of various rebate program <br />participation, customer behavior and customer <br />enrolment. <br />This module will provide reports and live dashboards <br />2. Customer Engagement <br />for customer interactions. The City personnel will be <br />Analytics <br />able to view reports for tracking customer activity, <br />notification status by channel, customer browsing <br />activity metrics, and administrative reports for daily, <br />monthly, or date range activity for billing, usage, <br />notification, and preference management activity. <br />Specifically, the analytics views will include: <br />• Customer registration status <br />• Notification workflow status by channel <br />• Customer service response metrics for Billing, <br />usage, Connect Me, Inbound messages and <br />rebate applications <br />• Customer behavior metrics including login and <br />feature clicks by browser, device, and time <br />• Marketing banner click metrics <br />This module will provide a central view of all <br />customer notifications for the customer service team. <br />3. Notification <br />The City personnel will be able to: <br />• View all incoming notifications and respond to <br />the customer. <br />Page 14 of 38 <br />ATTY/AGR/2017.104/SMART ENERGY SYSTEMS — CUSTOMER WATER USE PORTAL <br />REV: 05-15-17 MI <br />