Case Study:
How a Gas Company Stopped Worrying About Utility Billing

Greater Dickson Gas Authority sends time-sensitive gas utility bills to thousands of customers every month. 

When it comes to utility billing, accuracy and timing are non-negotiables. Missed deadlines and confusing bills don’t just damage customer relationships, they also directly impact the bottom line. 

So, when their previous customer communications provider started missing deadlines without any proactive communication, they knew it was time to find a better solution. 

A peer referral led them to DNI for their bill printing needs. After making the transition, the Greater Dickson team describes their relationship with DNI as a successful partnership, both personally and professionally.

DNI is easy to work with. They follow through as they say, and communication is excellent.

Greater Dickson Gas Authority mails gas utility bills on a strict schedule. Billing delays create confusion and frustration for ratepayers while directly impacting the bottom line. They needed a dependable bill printing and document management company to help them get their bills out quickly and efficiently. 

Unfortunately, their previous communications provider wasn't keeping up with their pace. Customer service responses were slow, communication was lacking, and deadlines were not being met.  

The cumulative effect wasn't just operational. It began to feel personal. Each time their utility mailings got pushed back, they felt frustrated, ignored, and unimportant as a customer. 

It wasn't one dramatic incident that forced the switch. Instead, it was a steady buildup of smaller disappointments over time. 

Eventually, the Director of Customer Accounting made the call: it was time to find a provider that actually treated them like a priority.

Before DNI, we were dealing with very slow customer service responses, lack of communication, and an inability to meet deadlines in a timely manner. It made us feel disappointed, upset, and unimportant as a customer.

A peer referral pointed Greater Dickson toward DNI. When the team evaluated what they were looking for in a new critical communications provider, customer service ranked at the top of their list. They also wanted a reliable provider who could get their jobs done quickly and securely while still being flexible when changes were required. 

Ultimately, they wanted direct access to knowledgeable people who would help them resolve issues, not another faceless portal or ticket queue. 

Greater Dickson was impressed to learn that DNI offers both: a dedicated team for hands-on support and a helpful portal for day-to-day needs like eBilling management.

After researching their options, hearing testimonials from other utility providers who had switched to DNI sealed the deal. 

Even from the beginning of the transition process, they knew they’d made the right choice. There was plenty of clear communication and very few issues along the way. 

The implementation team, led by Cynthia, guided Greater Dickson through all of the document reviews, proofs, and approvals. 

Although the initial proofing volume was more than they'd expected, DNI's team stayed flexible. They were even able to pitch in and make up time when Greater Dickson fell behind on internal timelines. The quick turnaround times and responsive interactions were a welcome contrast to their previous experiences.

The transition had lots of good communication, without too many hiccups. The reviewing of all the documents and proofs was a little more than I had anticipated, but the DNI team was very gracious to help make up for some of my lost time."

Since switching to DNI, Greater Dickson has seen measurable improvements in their communications processes.

The redesigned bill is easier for customers to read and understand. Ratepayers responded positively to the change. Many called specifically to praise the new look. After the initial adjustment period, inbound calls to customer service representatives about billing questions dropped, freeing up staff time.

Seasonal inserts and onserts are now seamlessly added into monthly bill mailings. Greater Dickson simply sends the parameters to DNI's team and trusts that the insert will run and stop on schedule. That alone has given Greater Dickson’s team back numerous hours that they used to spend tracking and coordinating inserts.

The eBilling integration has also made their billing process more efficient. The team can count on electronic bills to go out quickly and reliably. DNI handles any emails that bounce-back so there is no extra work for the Greater Dickson team. 

Quite possibly the biggest shift has been in the team’s posture around billing and bill printing. What was once a frustrating, disappointing process is now streamlined and predictable. 

The Greater Dickson Gas Authority team reports feeling happier now that they can trust their mailings will reach the right person with the right information right on time.

Not only did switching to DNI save Greater Dickson time and stress, it also led to:

• Clearer bill design 
• Reduced inbound customer service calls about billing confusion
• Reliable eBilling 
• Faster turnaround on seasonal inserts
• More available staff time

The customer service, response time, and communication is outstanding. After our customers got used to the new bill layout, we have had many calls loving the new look and ease of reading. 

DNI is easy to work with, they follow through as they say, and communication is excellent. It feels like both a professional and personal collaboration. Our team is now calmer, less worried, and happier.