SEATTLE and PHILADELPHIA, July 24, 2003 — ORCOM, a provider of outsourced customer care and billing services for electric, gas and water utilities, has joined the PAR3 Alliance Networkà¢â€ž- via a strategic reseller alliance.
ORCOM will offer utilities PAR3’s automated multi-channel customer communication solution as an integrated part of its current customer care and billing services.
The partnership between PAR3 and ORCOM was driven by the growing demand for utilities to have a proven way to proactively interact with customers on a one-to-one basis about billing issues, service disruptions, appointment scheduling and emergency notifications. Designed to expedite time to market, this combined offering will help utilities improve cash flow through better receivables management, provide a higher level of service to customers, and increase overall contact rate — at a lower cost per contact.
“We are committed to offering our clients innovative customer care and billing solutions,” said Len Tanner, ORCOM Executive Vice President of Client Operations. “PAR3’s solution is a great fit and is already helping us meet the growing demand of customers seeking to drive operational efficiency while delivering high levels of customer service.”
The combined ORCOM/PAR3 solution will blend high quality voice recordings and customer data. The phone notifications first verify the responsible party and then deliver account-specific information such as the amount due. Customers interact by using their phone’s keypad or simply speaking a response to make a payment with a credit/debit card or check, transfer to the contact center to speak with an agent, or select or confirm an appointment time for an upcoming field service call. All responses are collected and updated in the utilities’ data systems automatically.
The PAR3 notification solution has helped many utilities drive operational efficiency, increase revenue and provide outstanding, consistent customer service. For instance, using the technology to interact with customers about past due billing information, another utility increased its contact and payment rates and reduced the number of disconnections, resulting in a $4 million increase in annual cash flow.
“PAR3’s alliance with leading solution providers such as ORCOM further confirms the market is primed for proven communication tools and strategies that, together with the partner’s expertise, maximize valuable contact center resources and strengthen customer relationships,” said Nicholas Tiliacos, president and CEO of PAR3 Communications. “We’re looking forward to working closely with the team at ORCOM to deliver effective notification solutions that drive bottom-line results today.”
As the newest addition to the PAR3 Alliance Network, ORCOM joins a growing list of industry leading system integrators and resellers who help meet the needs of PAR3’s rapidly growing and diverse customer base. For more information, visit www.par3.com/partner/ .
ORCOM is a provider of outsourced customer care and billing services for water, gas and electric utilities, providing superior service, guaranteed service levels and significant cost savings. The company has leveraged its 27 years of experience into long term, high-value relationships by responding to the rising demand for flexible, low risk application hosting and business process management (BPM) services. With a track record of no failed implementations and a large customer base, ORCOM is uniquely positioned to lead utilities to the next level of profitability. For more information about ORCOM, call Jennifer Garrison, 866-853-2650 or visit www.ORCOM.com .
About PAR3 Communications, Inc.
Seattle-based PAR3 Communications’ interactive event-based notification solution enables businesses and their customers to participate in an active relationship through highly personalized, interactive notification messages. Businesses such as Household, Capital One, Northwest Airlines, T-Mobile, and Progressive Insurance use PAR3’s technology to leverage their rich enterprise- level customer data to proactively contact customers with timely, relevant information via telephone, email, pager, fax or other wireless device. As a member of PAR3’s Alliance Network, ORCOM joins other VARs, integrators and contact center outsourcers who are adding value to the notification platform and making it available to corporate clients. For more information, visit www.PAR3.com .