Everyone in business today is focused on doing more with less. Organizations are continually looking for ways to cut costs and streamline processes, while still maintaining profitable growth.
Faced with the challenges of developing a long-term strategy for profitable growth and engaging his organization to make the strategy happen, Mike Chesser, CEO of Great Plains Energy (GPE), and his COO, Bill Downey, began with a set of beliefs to guide the strategy development effort.
The utility bill. It arrives every month and is often opened in a state of anxiety (especially if you live in one of the nation’s hot summer spots).
Some of you have been there before. You’re in the middle of a conference call with a potential technology or service provider who is promising big increases in productivity and customer service figures if you outsource with them.
Today, most utilities recognize the value of outsourcing and use it in some capacity to cut costs.
For some, the first days of spring bring thoughts of summer warmth and relaxation. But, for those in the energy industry, the onset of warm weather means it’s time to plan for spikes in usage and other energy management challenges.
In this issue, we present an exclusive interview with John Rowe, president and CEO of Exelon, a utility company that recently made big news when it announced that it would merge ...
A fundamental component of the utility company business model-large customer phone call volume-creates opportunities to improve customer satisfaction levels while introducing new revenue streams. With call centers in place as the primary entry point for establishing gas and electricity service, each utility company generates, depending on its market size, hundreds of thousands, if not millions, of phone calls each year. How best to tap that sales channel, however, is not always obvious.
The Southern California Edison (SCE) Board of Directors has elected Bill Bryan vice president of the major customer division of the utility's customer service business unit.
Wipro Technologies and Excelergy Corp. announced they have signed a partnership agreement to jointly market, deploy and integrate the complete line of Excelergy platforms, including the CustomerPoint™ CIS/CRM solution.