Paperless Billing Process:

Step #1: Bill Cycle Check

Bill Cycle of an account must be as follows, in order to register for Paperless Billing: o ‘M’ (i.e. M1, M2, etc) o ‘O’ (i.e. O1, O2, etc) o ‘LAC1’ or ‘LAC15’

Step #2: Bill Presentment Check

Bill Presentment must be as follows, in order to register for Paperless Billing: o P = Paper Billing o R = Paper Billing and PAP o Null (i.e. no value present) = Paper Bill o *M = epost Billing o *N = epost and Paper Billing o *O = ePost and Pre-Authorized Payment

NOTE: EPOST account switched to myReliance results in de-activation of EPOST billing. o S = Non-Enrolled with Paper On o T = Non-Enrolled PAP with Paper On o U = Non-Enrolled with Paper Off o V = Non-Enrolled PAP with Paper Off

Step #3: Email Capture

Prior to registering an account for Paperless Billing, CSR is required to capture customer’s Email address or to verify the Email if this already exists.

Step #4: Offer Paperless

If account not currently on paperless billing and the caller can be asked (see QA guidelines) the CSR should Offer Paperless (i.e. Mr. Caller I see you are not currently on paperless billing, let me set that up for you now.) If necessary, because the caller asks: Advise them that they will receive an email confirmation with that contains a link that they can click to complete the registration.

Step #5: Initiate Paperless Billing Account

Click on the ‘Initiate Paperless Billing’ button, located at the bottom of the Billing Information Summary section.

Overlay System – Sample Screen

Appendix A: Objections Handling Scripting

Customer: “How does this Paperless Billing thing work?”

Agent: “Within 3 days from the time I register you for Paperless Billing, your will receive a

“Registration Confirmation” email from Reliance Home Comfort. You can then click on the link in the

email which will take you to a log in page where you can set a secure password and set up security

questions. You will then have secure access to up to 24 months of bill history that you can print, file

etc. You will receive an email notification each month letting you know that your bill in ready to be

viewed/paid.”

Customer: “I don’t want to sign up for Paperless Billing because I want to receive my bill in the mail so I am

reminded that it needs to be paid, and I want to keep my printed bills for my records.”

Agent: “Mr. Smith you will receive email notification of when you have a new bill to view and pay and you can set up reminders within the ebilling site to remind you to pay the bill. Additionally you can also set your payments up on preauthorized debit or credit card so payment is automatic.

Customer: “I don’t feel safe receiving bills via email or having my personal information being sent to me via

email.”

Agent: “Mr. Smith you will be receiving an email notification informing you that your bill is ready to

be viewed. All of your Reliance bills with your account details are stored on secure server and can

only be accessed by you, using your unique user ID and password.”

Customer: “Will Paperless Billing registration take long. I don’t have the time right now?”

Agent: “Mr. Smith Paperless Billing registration takes no time at all; I just need your agreement to

activate the paperless billing. You will then receive a confirmation email simply click the link to

complete the resignation. After you complete the registration at your convenience you can then go

online at your convenience to view your bills.”

Customer: “I do not want to give out my personal email because I already receive too much junk emails and

I don’t want to miss an important email telling me my bill is ready to be viewed”.

Response: “I understand your concern Mr. Smith. I too receive too many emails and junk mail, but I

also do all of my banking online and it very convenient for me. I know what emails I need to pay

attention to and I respond to it immediately to make sure my bills are paid on time. I don’t have to

depend on the postal service to receive and pay my bills. I have the convenience of receiving and

paying for my bills on line anytime day or night.”

Customer: “I do not want my email address to be sold to other companies, that is why I do not give out my

email address”

Response: “This is a valid concern, especially today; however, I want to assure you that Reliance does

not sell/share our customers personal information to third parties. Your decision to provide us with

your email address is for your convenience and account security, as it allows you to view your bill up

to 24 months of bills, not to mention, it reduces clutter and offers you a personal reminder when

your bill is due. Let’s go ahead and get you set up.

Customer: “My identification was stolen, and I refuse to do business through email”.

Response: “I am sorry to hear that Mr. Smith. We know that 85% of identity theft is tied to paper

bills and payments sent through the postal service. This is the number one reason we have invested

in a secure online tool to ensure that our customers’ personal information is protected. When you

switch to Paperless Billing, you’re actually helping protect yourself from identity theft – so it’s safer –

willing to give it a try?”

Customer: “I know your company is saving money by not having to send out paper billing statements, as the

customer what am I getting out of it?”

Response: Mr. Smith we have made a significant investment in developing the online billing and

payment tools to ensure that our customers are provided with the ease and convenience of paying

their bills each month without being dependent on the postal service or being restricted by a

disruption in the postal service like a postal strike. While we may not be paying for paper and

postage, there are costs associated with the effective management of our online billing tool. Let me

mention just some of the benefits you will enjoy as a Paperless Billing customer: You will be able to

view up to 24 months of bills as PDF whenever you want, that means no more digging piles of paper

to find one bill. Paperless Billing saves you money, because when you are pay your bills online you

never have to worry about the cost of stamps or ordering cheque’s from your bank, not to mention

time saved in not making trips to the bank and post office.

Customer: “I do not have access to the Internet or a reliable computer that will allow me to view my billing

statement as frequently as I would like/need to.”

Response: Your electronic bills can be accessed from devices such as computers, smartphones,

tablets, and from anywhere you have Internet connection.

Customer: “For tax and/or business purposes I am required to submit paper copies, will you take care of

the cost?”

Response: Mr. Smith with the convenience of Paperless Billing you will have access to immediate

access to 24 months of bills, and the flexibility save, download, email your bills. You can also file your

bills so that you still have access to bills older than 24 months.

Customer: “My concern is that in addition to receiving the Paperless Billing is that I will also receive

marketing/advertising from Reliance, I don’t want this.

Response: The Paperless Billing is just that, the system is specific to billing/payment information only.

Marketing information will not be contained in this. We will ensure that you will not receive any

Marketing materials (i.e. CSR to add Account #/Email Address to PIMS).