CustomerAssist
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CustomerAssist is your trusted managed services partner for utility operations – billing, contact center services, and more.
In an era marked by retirements, hiring challenges, and skilled personnel shortages, securing a dependable partner to maintain operational and cost efficiency is more crucial than ever. CustomerAssist helps enhance the customer experience and maintain high performance without overburdening internal teams.
- Experience talent with deep operations experience
- AI-powered automation for fast, consistent responses at scale
- Flexible engagement (end-to-end or fee-per service)
- Business continuity and resilience
Trusted by leading utilities across electric, water & gas
Six Reasons to Use Managed Services
Enjoy long-term service continuity with a skilled team that acts as a seamless extension of your department.
We know your CIS inside and out and will execute your processes accurately and efficiently.
Reduce the overhead of bill validation and exception management with proven business processes that issue bills accurately and on time.
Add support easily as your customer base grows – no recruitment headaches.
We manage CIS upgrades, training, and testing to ensure smooth rollouts and system performance.
Deliver superior customer service with fast, AI-enhanced, omnichannel support.
Your Roadmap to Results
Implementing CustomerAssist is a streamlined, collaborative low-disruption process.
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Discovery & Planning
We begin with a focused discovery session to understand your current billing and/or contact center environment. We align on transition goals, business processes, and service levels to ensure CustomerAssist meets your operational and customer experience objectives.
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Transition and Setup
Our experienced team works alongside yours to transition customer care and billing activities with minimal disruption. We ensure our staff are trained in your utility’s policies, procedures, and systems, so they can serve your customers as an extension of your team.
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Soft Launch & Validation
We test workflows, identify gaps, and validate service performance to ensure quality, consistency, and customer readiness.
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Go-Live & Continuous Optimization
Our team handles billing, inbound calls, and digital inquiries, while AI supports fast and accurate self-service. We provide ongoing reporting, quality assurance, and performance tuning to ensure your service levels are met or exceeded.
Case Study
“The City is now supported by a dedicated team of Util-Assist utility billing professionals, ensuring that the City is never left short-handed. City personnel are alleviated from the demanding and time-consuming complexities of managing utility billing, and the City’s utility desk is again able to focus on core utility business and customer service.”
4 services
Electric, water, sewer, and waste billing
3,000+ customers
End-to-end billing support
Frequently Asked Questions
Most small to mid-sized utilities would typically require a dedicated billing team of 5 to10 staff members. With CustomerAssist’s shared services model, our experienced team supports multiple utilities at once. This allows us to deliver consistent, high-quality service with fewer dedicated resources. The result is significantly reduced staffing costs without compromising service levels.
CustomerAssist supports billing and customer service for a wide range of commodities, including electricity, water, sewer, stormwater, gas, and HVAC. We also manage other miscellaneous utility types. Our team is well-equipped to handle complex billing scenarios across multiple service types.
CustomerAssist partners with leading enterprise-class CIS providers. Through an Application Service Provider (ASP) model, we deliver advanced CIS capabilities via a secure hosted environment. This approach gives even the smallest utilities access to the same modern, cloud-based technology used by large utilities, without the need to manage infrastructure or assume additional risk.
CustomerAssist currently supports over 250,000 end-user accounts across various utility types. We provide a full range of back-office services- from complete turnkey services to hosted-only IT solutions – tailored to meet each utility’s specific needs.
AI-powered automation helps contact centers respond more quickly, reduce routine workloads, and enhance the overall customer experience. Tools like chatbots and intelligent routing handle common inquiries, connect customers to the right agents, and personalize service based on previous interactions
Unlock Hidden Value in Your CIS
Get a free one-day utilization review of any three NorthStar CIS processes. You will receive actionable insights to help you identify inefficiencies, streamline workflows, and maximize the value of your existing investment.