Service transfer between addresses

How do we transfer a customer's service between addresses in one request with the old premise closed, the new one opened, and the balance and deposit rules applied before CIS is updated?

Make the move one request with two orders. Callvu identifies the customer and prefills the account from CIS (the current premise, the services, the balance, the deposit on file, the payment history), classifies the transfer (within the territory, a different service mix at the new premise, a premise with an existing account or a pending order), takes the stop and start dates and the new address on a secure screen, applies the balance transfer rule (the balance follows the customer to the new account) and the deposit rule (the existing deposit transfers, or a new deposit is decided by the credit process) before the customer confirms, routes an exception to the service desk in the Decision Desk, and writes the stop order, the start order, the balance and the deposit transfer to CIS and the billing system.

In scopeComplex: multi-party handoffsCallvu moves: prefill, classify, decide, write back

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Last updated November 7, 2026.

The problem today

The customer moved, the old account kept billing an empty house, and the new account got a deposit demand the customer had already paid years ago.

Today, without Callvu

A transfer is a stop and a start that belong together, and most utilities take them as two requests on two days by two agents. The stop is forgotten or late; the new account is created without the history, so the deposit on file is lost and a new one demanded; the old balance is left behind to go to collections under the same name. The customer experiences the utility's internal structure.

The tariff sets the rules: the balance follows the customer, the deposit transfers or is refunded with interest, the new premise's deposit decision uses the customer's history, the minimum notice applies to both dates, and a premise with an active account or a pending order needs a decision. One request can apply all of it before the customer confirms, and CIS can take the two orders at once.

A move handled as one request is a customer who stays one customer.

How it runs

From the requestto the system of record.

A customer requests a transfer online, in the app, from the Visual IVR or with an agent. Callvu identifies them and prefills the account.

Customer: Confirms the account, enters the dates and the new address, sees the balance and deposit outcome, and confirms on a secure screen.
Agent: Works the same request on a call or sends the link.
Service desk: Decides exceptions in the Decision Desk.
Callvu: Prefills, classifies, applies the balance and deposit rules, routes and writes.

Prefill and classify
The account is prefilled from CIS (the current premise and services, the balance and any arrangement, the deposit on file and its age, the payment history, the contacts); the new address is matched to the premise database and the transfer is classified: within the territory, the same or a different service mix, a premise with an active account or a pending order, a premise needing a field visit or an inspection.
Capture and apply the rules
The stop date, the start date and the new address are entered and checked against the tariff's minimum notice; the balance transfer rule moves the balance and any payment arrangement to the new account; the deposit rule transfers the existing deposit or refunds it with interest, or where the new premise or the history requires a deposit, the deposit and credit decision process runs inside the request; the customer sees the outcome before confirming.
Decide
A transfer inside the rules proceeds by rule; an exception (a premise occupied by another account, a pending order at the premise, a different service mix needing a new agreement, a balance the tariff requires to be settled before a start, a date inside the notice) goes to the service desk in the Decision Desk with the request and only the allowed outcomes.
Write back
The stop order at the old premise with the final bill to the new address, the start order at the new premise, the balance and the deposit transfer are written to CIS and the billing system as one linked transaction, the field orders are created where needed, and the customer receives the confirmation with both dates and the deposit outcome.

Where it ends: The move was one request: both orders written together, the balance and the deposit handled under the tariff before the customer confirmed, and the customer kept as one account history. The Decision Trace shows the classification, the rules applied and any decision; the Audit Trace shows the entries, the orders and the confirmation with time.

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.

Regulations

State commission tariff rules: The tariff and the commission's rules set the minimum notice for the stop and the start, the transfer of an outstanding balance to the customer's new account at a new premise in the territory, the transfer or refund with interest of an existing deposit, the deposit decision for the new premise based on the customer's payment history, the final bill's timing, and the field visit rules; a premise with an active account requires the prior occupant's stop before a new start.
State commission service quality rules: Orders completed on the customer's requested date and the accuracy of final bills are measured; a transfer written as linked orders on the dates requested is what the measures count.
FTC Red Flags Rule identity theft program: A transfer is an account change on a covered account; the identity is verified under the program through the identity verification process before the orders are written.

Company policies

A transfer is one request with two linked orders; the customer never files a stop and a start separately.
The balance and the deposit follow the tariff's rules inside the request, shown before confirmation.
Exceptions are the service desk's with the request in view.
CIS and the billing system hold the linked orders, the balance and the deposit.

Controls

Prefill from CIS with history.
Transfer classification and premise matching.
Tariff notice checks.
Balance and deposit rules inside the request.
Decision Desk for exceptions.
Linked orders written to CIS and billing with confirmation.

Clocks and deadlines

Minimum notice: The tariff's period before each date.
Final bill: Within the commission's period after the stop, to the new address.
Deposit interest: Accrued to the transfer or refund date under the tariff.

Documents and checks

The prefilled account and history
The request with dates and the new address
The balance and deposit outcome
Any decision
The linked orders in CIS and billing and the confirmation

In the Decision Trace

The classification and the premise match.
The balance and deposit rules applied.
Any decision and the person.

In the Audit Trace

The entries with channel and time.
The orders with time.
The confirmation.

The handoff

Between the front doorand the back office.

The front door

The website, the app, the Visual IVR's link or an agent's link; the customer confirms on a secure screen.

The back office

The service desk decides only exceptions; CIS and billing receive the linked orders.

The Decision Desk

An occupied premise, a pending order, a different service mix, a balance the tariff requires settled, or a date inside the notice goes to the service desk in the Decision Desk with the request and only the allowed outcomes.

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.

What happens to the balance?

It follows the customer to the new account under the tariff, with any payment arrangement, applied inside the request and shown before the customer confirms.

Does the customer pay a new deposit?

The existing deposit transfers or is refunded with interest; a new deposit is required only where the new premise or the history calls for one under the credit decision process, shown before confirmation.

Are the stop and the start separate orders?

They are two orders written to CIS together as one linked transaction from one request, with the final bill sent to the new address.

Related processes

Start, stop and move service Deposit refund or transfer Deposit and credit decisions inside the request Stop service and final bill address Compared with the alternatives Try it in the sandbox All utilities processes

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