Richardson, Texas, July 7, 2010 — Vertex, a leading provider of customer management services and technology to the utilities industry, announced that Chesapeake Utilities Corp. has selected its customer information system, eCIS+, to establish and implement uniform business processes and best practices across all of the organization’s utility operations.
Dover, Delaware-based Chesapeake provides natural gas and electric distribution service to about 165,000 customers in Delaware, Maryland and Florida.
With this engagement, Vertex will work with Chesapeake to develop consistent business processes and best practices across the enterprise that will enhance customer service while improving efficiencies and enabling the company to deliver more cost-effective customer service.
Vertex will also consolidate Chesapeake’s multiple CIS databases, including the existing Vertex e-CIS solution used by Florida Public Utilities, and upgrade the entire organization to eCIS+.
“We selected Vertex because we felt they are uniquely qualified not only in CIS technology and telephony integration but also in establishing best practices for operational efficiency in the full meter-to-cash lifecycle,” said Mike McMasters, President and COO of Chesapeake. “Chesapeake has always worked hard to maintain high standards of customer service and expects to improve in this area by providing its customer service team with better tools to support our customers.”
“We’ve worked with Florida Public Utilities since 1999, and are thrilled to extend and expand this into a partnership with Chesapeake,” said Ron Aberman, Executive Vice President, Utilities, Vertex North America. “We are looking forward to helping the company as part of its enterprise-wide effort to establish common best practices and deliver the highest quality customer service.”
eCIS+ and its predecessor E-CIS currently support over 7 million end use customers. The systems are well suited for municipal and mid-sized investor-owned utilities. eCIS+ provides a unique, browser-based interface.
Its design is based on usability studies of utility customer service representatives, taken from thousands of hours of analysis around call types, user behaviors, business process and Web best practices. The result is a highly interactive desktop application that is designed to achieve optimum business performance.