American Electric Power (AEP) has deployed Peace Software’s Energy customer information system (CIS) to manage competitive and regulated provider of last resort (POLR) customers in Texas.
Hosted in Ohio, the software suite connects AEP’s back-office operations in Oklahoma and outsourced call center in Florida staffed with more than 300 customer care representatives. AEP’s deployment is based on a thin-client browser user interface, which requires no local software installation. System changes and upgrades applied to the central server in Columbus, Ohio, are immediately available to all users across AEP’s network.
Robert Goumaz, AEP’s retail operations vice president, said, “Our implementation of the Peace Energy suite is the industry’s largest browser-based CIS in production and sets a new standard for other large utilities to follow.”
Along with its competitive customer base, AEP fulfills a POLR role in Texas. The Energy suite also supports its POLR customers. In addition to complex competitive functionality, AEP has led the enhancement of the software suite to support regulated payment plans, rebates and pricing for these POLR customers in the Texas market.
AEP’s customer care center technologies include integrated components from both Peace Software and Siebel Systems. Peace Software’s Energy is the primary database for customer information, and Siebel’s eEnergy provides specialized customer relationship management functionality. Customer care representatives have real-time access to both applications.