Washington Gas (WGL) Implements Tilli’s Nudge Solution

by | Feb 13, 2025 | Case Studies

Background

Washington Gas (WGL), facing rising operating costs and challenges in legacy system functionalities, sought to modernize its operations. Limited communication channels, delayed time-to-market for new features, and high costs associated with printing, call center operations, and back-office processes hindered their efficiency and customer satisfaction.

Challenges:

    • Limited functionalities in legacy applications.
    • High operational costs (printing, call centers, integration).
    • Limited communication channels, predominantly paper and phone.
    • Delays in rolling out programs (e.g., AMP, outages, auto-pay).
    • Minimal personalization in customer interactions.

Solution

Washington Gas partnered with Tilli to implement the Nudge Solution, transforming their approach to customer communication and payment processing.

Key Initiatives:

    • Proactive Communications:
      • Introduced personalized, proactive communications for billing, payments, outages, and auto-enrollment programs.
      • Utilized customer-preferred channels such as email, text, and digital wallets.
    • Enhanced Payment Options:
      • Enabled modern payment methods (email-to-pay, text-to-pay, digital wallets).
      • Simplified backend payment processes with automation and real-time reconciliation.
    • Customer Data Intelligence:
      • Established a team to provide insights and drive data-driven decisions.
      • Introduced proactive payment reminders and options for delinquent accounts.
    • Digital Strategy:
      • Launched eBill and digital payment platforms.
      • Integrated billing systems with customer interaction enhancements.
      • Streamlined customer journey through “View and Pay” and “No Log-In” options.

Results

 

  • Customer Engagement:
    • Proactive, personalized communication boosted customer satisfaction scores.

Takeaways:

Prioritizing digital transformation enhances customer engagement and operational efficiency.
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Robust analytics empower data-driven strategies.
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A focus on personalized, proactive communication reduces costs and drives customer satisfaction.
Shabbir Gilani CRO Tilli SoftwareShabbir Gilani

Chief Revenue Officer

Shabbir Gilani, Chief Revenue Officer, holds an extensive experience of 25 years in leadership, system implementation, and business development across different industry verticals. He personifies a strong combination of technology and human essence to palpate customer challenges that ensures organization-wide solution implementations on time, every time. His expertise in identifying the customer communication challenges and implementing a tailor-made apt solution can transform the digital journey of any business.

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Shahid Husain

Chief Operating Officer

A seasoned technologist with 20+ years of strategic ERP proficiency driving excellence in tech landscapes, ranging from full life cycle software development, operations, and management to organizational change and IT strategy. From solution architecture to project mastery, his in-depth knowledge amplifies our ventures, ensuring optimal client engagement and enriched service offerings. He has extensive expertise in building, developing, and leading high-performing and distributed global teams across consulting and products. Follow Shahid Husain at 

Raja Gopal Vemuri

Chief Technology Officer

Besides being the chief technology architect of Tilli’s product line and playing an instrumental role in the success of the company, Raja brings 30 years of rich technology experience, solving business problems across diverse industries ranging from pharmaceuticals, leasing, utilities, and public sector. With core experience spanning across all market leading technologies, his time has been well spent deploying over 40 SAP implementations globally.

Ali Saberi CEO Tilli Software Ali Saberi

Founder and Chief Executive Officer

Ali Saberi, is a technology maestro with an entrepreneurial spirit who founded Tilli and revolutionized the digital transformation journey of a number of utility businesses in the US. He carries over 25 years of experience in SAP management consulting with core focus on SAP IS-U/CCS and IS-PS project implementations, while working simultaneously in global digital payments and customer communication space. His relentless efforts have empowered businesses to bring the “Aha Payment Experience” and delight their customers.

 

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Read on his publications at Medium