Columbia Gas and NIPSCO customers use the apps to pay bills, manage enrollments, review usage and a variety of other functions.
MERRILLVILLE, Indiana, November 28, 2022 /PRNewswire/ — NiSource Inc. (NYSE: NI), one of the largest fully regulated utility companies in the USA, is celebrating the first anniversary of the launch of the Columbia Gas and NIPSCO mobile apps by its operating companies. The applications are available for Apple and Android products.
The mobile apps closely mirror the functionality available on the respective operating companies’ customer-facing websites, including bill pay, enrollment management (e.g., paperless billing, autopay and budget plans), usage review , viewing bill history, and notification of a power outage (NIPSCO only). The mobile apps also include the ability to start, stop, and move the service, as well as having chatbot and live chat features.
“To date, we’ve had more than 6.1 million mobile app logins,” he said. jennifer montague, Senior Vice President and Chief Customer Service Officer at NiSource. “This tells us that customers are not only adopting the apps, but are regularly using them to handle routine transactions.”
NiSource customers have asked for more digital options to handle their needs. Mobile apps offer another channel to meet this demand, giving them the ability to easily do business when it’s convenient for them.
“NiSource relentlessly focuses on convenience through innovation to better serve customers,” added Montague. “The growing customer need for digital options has become abundantly clear. Customers are not just asking for it, they are demanding it.”
In response to customer demand, NiSource’s operating companies added the self-service ability to stop, start and move service online or via the mobile app in 2021.. Since launch, nearly 206,000 customers have completed a request to stop, start, or move a service, which previously would have required contacting a live agent. The company also ramped up electronic billing promotions, encouraging 1.4 million of its customers to go paperless and view their bills online anywhere, anytime, at their convenience.
In 2022, the chatbot and live chat were launched, enabling more than 577,000 customers to get immediate answers to key questions through virtual interaction with the customer support team. NiSource has also implemented a new conversational interactive voice response (IVR) feature that improves the customer experience by allowing customers to more easily find answers through voice instead of having to speak to a live agent.
For more information on NiSource mobile apps, visit www.nisource.com.
About NiSource
NiSource Inc. (NYSE: NI) is one of the largest fully regulated utility companies in the United States, which serves approximately 3.2 million natural gas customers and 500,000 electricity customers in six states through its local Columbia Gas and NIPSCO brands. Its employees are focused on providing customers with safe, reliable, and sustainable energy. NiSource is a member of the Dow Jones Sustainability – North America Index. Additional information about NiSource and its investment-led growth plan can be found at www.nisource.com. Follow us at facebook.com/nisource, linkedin.com/company/nisource and twitter.com/nisourceinc. NI-F
SOURCE NiSource Inc.
