TORONTO, ON Can, July 26, 2002 — Accenture announced a customer care services agreement with CustomerWorks Limited Partnership, which is owned by Enbridge Inc. and BC Gas Inc.
A new subsidiary of Accenture will assume responsibility for the customer management services for the more than 3.5 million utility customers in Canada served through CustomerWorks Limited Partnership.
To perform the services, Accenture has formed a wholly owned subsidiary, CustomerWorks Inc., which is based in Toronto and Vancouver and has operations in Ontario, New Brunswick and British Columbia. The new company will employ the 1,100 CustomerWorks employees, and be responsible for the market development and customer care services.
CustomerWorks Limited Partnership, which will retain the assets, is the exclusive provider of full-service customer management solutions for BC Gas Utility Ltd., Enbridge Consumers Gas, Enbridge Gas New Brunswick and Enbridge Services Inc., which was recently acquired by Centrica.
“From the beginning, Enbridge and BC Gas have sought other parties to work with us in carrying CustomerWorks forward,” said Patrick D. Daniel, president and chief executive officer, Enbridge Inc. “This innovative agreement with Accenture, with its significant experience in transforming customer-facing businesses, clearly fits that role.”
“We are pleased to be joined by Accenture on customer management at a time when the industry is experiencing profound change,” said John Reid, president and chief executive officer of BC Gas Inc. “Accenture brings to the table expertise and experience in customer management services gained in many varied industries and circumstances. These attributes should provide advantages to customers and companies alike as the utility industry continues its rapid evolution.”
“As part of the Accenture network, the new business offers improved services to our customers and expanded opportunities for our employees,” said Dwight Willett, the new chief executive officer of CustomerWorks Inc. “It is the next logical step in retaining our excellence in customer service and progressive role in the marketplace.”
Mary Tolan, group chief executive of Accenture’s Resources Operating Group, said, “Accenture considers CustomerWorks Inc. to be an important building block in a network of outsourced service capabilities offered to the North American utilities market. Accenture is in discussions with utilities across North America regarding the significant value the company sees in the consolidation of the industry’s back-office activities, which are fragmented across several hundred individual companies.”
“The CustomerWorks initiative reflects Accenture’s ability to leverage its leadership position in customer management to take a bigger stake in the transformation of the utility industry,” said William Morris, Accenture’s utilities managing partner for Canada.
Accenture is a management consulting and technology services organization. Through its network of businesses approach — in which the company enhances its consulting and outsourcing expertise through alliances, affiliated companies and other capabilities — Accenture delivers innovations that help clients across all industries quickly realize their visions. Its home page is www.accenture.com.
About CustomerWorks Limited Partnership:
CustomerWorks Limited Partnership, established in January of 2002, is owned by Enbridge Inc., a provider of energy transportation and distribution in North America and internationally and BC Gas Inc., a provider of energy and utility services in Western Canada.
CustomerWorks Limited Partnership provides full-service customer management solutions for BC Gas Utility Ltd., Enbridge Consumers Gas, Enbridge Gas New Brunswick and Enbridge Services Inc., which is now owned by Centrica.