Enrolling Customers in Payment Plans

When a customer has difficulty paying their bill on time, or has a past due balance, they might call in to inquire about payment plan options. Using the Create Payment Plan option from the Action menu, you can access the Create Payment Plan drawer that enables you to determine customer eligibility and view available payment plan options.

Pay Plan Interview rules that are defined using the Oracle Intelligent Advisor system are used during the flow to validate the customer's billing account information against the eligibility rules of your utility.

For example, your utility might require customers to have a credit rating above 600 to be eligible for a payment plan. The interview rules are also used to create payment plan options based on the rules of your utility. For example, your utility might define the preferred payment plan as:

• Payment 1: 50% of the past due balance is due immediately.
• Payment 2: Half of the remaining past due balance is due one month after the first payment.
• Payment 3: The remainder of the past due balance is due one month after the second payment.

Use the information provided to discuss the plan options with the customer and help them select a plan that works best for them. After you select a plan you can then:

• Enroll the customer in a predefined payment plan
• Create a custom payment plan for the customer

Note:

The create payment plan feature is available only for utilities that use the Oracle Intelligent Adviser system. See Oracle Intelligent Advisor Implementation TasksOracle Intelligent Advisor Implementation Tasks for additional information.

In this section:

• Selecting a Payment Plan