Xcel Energy’s customers are more tech-savvy than ever, so the company is working to deliver the digital tools they need and expect, including a newly updated mobile app that features an outage reporting function, billing, and energy use information, and a secure payment portal that allows customers to manage their bills from anywhere at any time.
Since its 2017 launch, the app has been downloaded more than 400,000 times – indicating that a growing share of the company’s 4.2 million customers across an eight-state service area, including Texas and New Mexico, are using the app.
“Customers want reliable service at a reasonable cost, but they also tell us they need easy access to
information about their service and billing,” said David Hudson, president, Xcel Energy – New Mexico,
Texas. “We are always looking at ways to improve the customer experience and provide them with the
information they need in the format they want. Our free app is essentially a customer service agent on
demand, and it has been well received.”
The app is free and can be downloaded from Apple Store or Google Play. Customers who are already
taking advantage of the “my account” feature at xcelenergy.com simply use their credentials to log into
the app, or a username and password can be registered directly through the app. Once logged in,
customers can see the amount they owe on their home screen and when the next payment is due, which is especially helpful in the event a scammer calls threatening disconnection for nonpayment.
From the home screen, customers can click on the billing and payments link and find more details about their current bill, look at their billing history and set up different payment options such as ebill, Auto Pay or Averaged Monthly Payment. Another feature of the app is the ability to view details on energy usage, including a graph on how much electricity a customer used by month going back two years.
And while Xcel Energy is working to make the electrical system even more reliable, outages still occur.
The app features the ability to see where outages are taking place and to report an outage at a
customer’s business or residence, depending on the address registered with the app. Customers may
also sign up to have restoration updates sent to them by voice message, text or email.
“Having this type of information can remove some of the anxiety of a service interruption so customers
can carry on with their normal activities the best they can, knowing we’re on top of the situation,” Hudson said.