Rate plan change
How do we move a customer to time-of-use or another rate with eligibility checked against the meter, the effects shown, and the change written to billing?
Show the customer the rate on their own usage before they choose. Callvu identifies the customer and prefills the account (the current rate, the meter's interval capability, the twelve months of usage, the existing enrollments), presents the rates the customer is eligible for under the tariff with a comparison on their own usage (the estimated annual bill under each, the periods and prices, the minimum term and the return rules), checks eligibility by rule (the customer class, the meter, the program caps, the conflicts), captures the election and the acknowledgment of the terms on a secure screen, routes a meter that needs an exchange or an exception to the rates desk in the Decision Desk, and writes the rate change with its effective cycle to CIS and the billing system with the confirmation to the customer.
In scopeSimpleCallvu moves: prefill, decide, write back
Last updated November 7, 2026.
The problem today
The customer moved to time-of-use on an agent's advice, their bill went up, and the tariff's twelve-month lock held them there.
Rate options have multiplied: time-of-use, tiered, flat, EV and solar pairings, seasonal. A customer calls to ask which is cheaper; the agent guesses; the change is keyed to a meter that cannot measure intervals; the tariff's minimum term applies; the customer discovers the answer on the bill. The commission's complaint data shows rate changes as a recurring cause.
The tariff sets each rate's eligibility (the class, the meter, the caps), its periods and prices, the election rules, the minimum term and the return rules, and the effective date of a change. The customer's own usage history can show what each rate would have cost. Eligibility is a check against the meter and the tariff, and the comparison is the disclosure the customer deserves before an election with a lock.
A rate chosen on the customer's own numbers, with the terms acknowledged, is a rate that does not come back as a complaint.
How it runs
From the requestto the system of record.
A customer asks about or requests a rate change online, in the app, by phone or through an AI assistant, or a program enrollment requires one. Callvu opens the rate change on the account.
- Customer
- Sees the comparison, elects the rate and acknowledges the terms on a secure screen.
- Rates desk
- Decides exceptions in the Decision Desk.
- Callvu
- Prefills, computes the comparison, checks eligibility, captures the election, routes and writes.
Prefill and compare
The current rate, the meter's capability, the twelve months of usage (interval data where the meter has it), the existing program enrollments and the customer class are prefilled; the rates the customer is eligible for are listed with a comparison on their own usage (the estimated annual cost under each, the periods and the prices, the assumptions), and the terms of each (the minimum term, the return rules, the effective cycle).
Decide eligibility and capture the election
Eligibility runs by rule (the class, the meter's intervals for a time-of-use rate, the program caps, conflicts with solar, EV or demand response enrollments); the customer elects the rate and acknowledges the terms on a secure screen; a rate that needs a meter exchange, a cap, a conflict or a request outside the tariff's rules goes to the rates desk in the Decision Desk with the record and only the allowed outcomes (change, order the meter and change from the exchange, waitlist, or decline with the reason).
Write back
The rate change with its effective cycle, the minimum term and the comparison shown are written to CIS and the billing system, and the customer receives the confirmation with the effective date and what the next bill will show.
Follow through
The first bill on the new rate is checked against the comparison's assumptions, the customer is told how to read it, and the minimum term's end date is set so a return request is handled under the tariff's rules.
Where it ends: The customer elected a rate on a comparison of their own usage with the terms acknowledged, eligibility was checked against the meter and the tariff, and CIS and the billing system hold the change with its effective cycle and term. The Decision Trace shows the eligibility, the comparison and any decision; the Audit Trace shows the election, the acknowledgment and the write.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
Online, in the app, by phone with a link, or an AI assistant; the customer elects on a secure screen.
The back office
The rates desk decides only exceptions; billing applies the change from the record.
The Decision Desk
- A meter needing exchange, a cap, a conflicting enrollment or a request outside the tariff goes to the rates desk in the Decision Desk with the record and only change, order the meter and change, waitlist, or decline.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
PSEG Long Island runs start, stop and move service on Callvu, live in 4 weeks.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
How does the customer know which rate is cheaper?
The comparison estimates the annual cost under each eligible rate on the customer's own twelve months of usage, with the assumptions stated, before they elect.
Can any customer choose time-of-use?
Only with a meter that records intervals and within the tariff's availability; where the meter needs an exchange, the rates desk orders it and the change follows the exchange.
Can the customer switch back?
Under the tariff's return rules after the minimum term, which the customer acknowledges at election and which is set on the account.
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