Customer Service

Companies are increasingly turning to customer relationship management (CRM) as a strategy to attract and retain customers. Unfortunately, most are taking a fragmented approach that will ultimately result in loss of revenue, decreased customer lifetime value, and a decreased ability to sell, according to analysts at META Group Inc. The IT research and advisory services firm warns IT managers that CRM must be developed as an "ecosystem," combining operational, analytical and collaborative technol
Customer Service

Although call centers have become a big business throughout the United States-serving as the most frequent point of contact with customers-a survey conducted by Ernst & Young LLP (E&Y) indicates electric and gas utility call centers are among the poorest performers in delivering both efficient and effective service. According to the E&Y survey, which polled 326 call center managers from various companies across the nation, call centers in the healthcare and banking markets received the highest m
Customer Service

Excelergy announced a new addition to its suite of customer-centric solutions, the Elec Interchange Transmission System. Energy retailers, marketers and local distribution companies can run traditional customer care and billing solutions on this new operating support system, which uses an efficient EDI engine compliant with national standards, to cost effectively manage customer service levels and improve profitability.
Customer Service

Science Applications International Corp. (SAIC) EnerLink division signed an agreement with SCT Utility Systems that permits SCT to market and use EnerLink`s complex billing engine, which extends the capabilities of SCT`s Banner customer information system (CIS). BillGen will provide the Banner CIS system with a scalable, front-end solution for complex bill calculations. It performs the complex interval data gathering, data handling and calculation functions required by utilities and other retail
Customer Service

Deloitte Consulting and Pricewaterhouse-Coopers both formed separate alliances with SPL WorldGroup to implement customer relationship management (CRM) solutions in energy and utility markets. The consulting companies hope their alliance will offer a reliable and expeditious customer care solution.
Customer Service

Pacific Gas and Electric (PG&E) licensed SPL`s CIS PLUS customer information system (CIS) in a multi-million dollar contract that will provide the utility with a new billing engine this year. In addition, all PG&E`s legacy customer information applications will be migrated to the CIS over the next few years.
Customer Service

Utility.com purchased Silknet eService, Silknet`s Web-based customer service software solution to manage relationships with customers and partners and to provide Internet-based customer self-service. Utility.com is an online company that provides residents and businesses with a way to buy, track and manage energy via the Internet.