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PPL reports record year for customer contact

By - Last modified: March 8, 2013 at 11:08 AM
File photo of PPL corporate headquarters in Allentown
File photo of PPL corporate headquarters in Allentown

Last year was a busy year for PPL Electric Utilities. The company said it had a record number of customer contacts in 2012.

PPL said it saw a record 6.7 million customer contacts last year, 4.7 percent higher than the 6.4 million it had in 2011 and dramatically higher than the 5.1 million it had in 2010, 4.24 million it had in 2009 and 4.21 million it had in 2008.

And while the numbers were influenced by the volume of storm-related contacts for weather related events like Hurricane Sandy -- the company logged more than 1 million total contacts during the weeklong restoration effort -- the company said an increase in use of the company's website was also a factor.

"More and more customers are feeling comfortable with and using web self-service tools," said Bernard Molchany, director of customer operations. "It allows them to conduct business with us on their schedule, when it's most convenient for them."

He said last year there was a 42 percent increase in web self-service collection agreements over 2011.

More customers also used the company's automated telephone system.

Stacy Wescoe

Stacy Wescoe

Writer and online editor Stacy Wescoe has her finger on the pulse of the business community in the Greater Lehigh Valley and keeps you up-to-date with technology and trends, plus what coworkers and competitors are talking about around the water cooler — and on social media. She can be reached at stacyw@lvb.com or 610-807-9619, ext. 104. Follow her on Twitter at @morestacy and on Facebook. Circle Stacy Wescoe on .

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