Entergy Business Center EBC

1
Entergy Business Center(EBC)

• Your Business Is
• Our Only Business!

2
Entergy Business Center Mission Statement

• The Entergy Business Centers mission is to
• Add value to the Managed and National Account
  organizations, helping to retain and grow the
  Commercial and Industrial markets by providing
  outstanding service to our external customers and
  outstanding support to our internal customers.

3
Entergy Business Center (EBC) Staff

• EBC Manager Jim Breakfield
• 15 employees
• Lead
• Account Sales Associates,
• Analyst, and
• Administrative Assistant

4
EBC Service Hours

• Operational Schedule
• The Entergy Business Center is a 24 hour, 7 days
  a week operation.
• Customers contact the EBC
• Indirectly through Account Manager
• Directly by
• 1. Telephone
• 2. e-mail
• 3. FAX
• 4. Mail (common carrier or specialize)

5
EBC Priority Pyramid
Service and support for marketing initiatives,
1-point desk for Web and VAS, etc.
Mktg. VAS 5
Support ASM account management activities, e.g.,
STAR, Rate Letters, customer data, back office
support, etc.
Field Support 40
Response to customer requests - new service,
account information, billing issues, etc.
Customer Support 30
Proactive and reactive response to customer
emergency events - communications, tracking and
reporting
Outage Management 25
10
6
Internal Customer Support

• Annual Best Rate Analysis with Customer
  Notification
• Prepare State of the Account Report (STAR)
• Assist with Billing Exception Requests
• Assist with Collective Billing Setup
• Assist in Surety Bond/ Irrevocable Letter of
  Credit Process