MIAMI, FL, May 13, 2002 — CustomerWorks has licensed Peace Software’s Energy suite as the preferred CIS platform for its business process outsourcing (BPO) services at North American utilities, municipalities and retail energy companies.
CustomersWorks is the largest provider of utility BPO services in Canada and has more than 1,000 employees.
CustomerWorks provides customer management services to 3.5 million energy customers on behalf of BC Gas Utility Ltd, Enbridge Consumers Gas and Enbridge Services. The company, which supports the full cycle of meter-to-cash business processes for both mass market and C&I customers, will deploy Energy across multiple operating sites, markets and jurisdictions to support large volume and complex billing, mission critical call centers, efficient credit and collections and -edge e-commerce functions.
Dwight Willett, President and Chief Operating Officer of CustomerWorks, said, “CustomersWorks’ market momentum is based on our ability to efficiently provide state-of-the-art services to our partners in multiple markets. Peace Software’s technology will provide us with the flexibility to support multiple commodities and non-commodities in regulated and competitive operations on a common platform, and provide the scalability we need as we sign additional clients.”
The browser-based Energy suite will seamlessly integrate CustomerWorks’ widely distributed call centers in New Brunswick, Ontario and British Columbia. Combined, these call centers currently handle 6.5 million “live” answered and self-service Interactive Voice Response (IVR) inbound inquiries annually. Energy’s third-generation thin-client BUI (Browser-User-Interface) can run on any desktop browser without needing to be installed on individual users’ computers, making it extremely easy and cost efficient to technically manage wide area deployment.
Brian Peace, Chairman and CEO of Peace Software, said, “We are delighted to be selected as the premier technology provider to CustomerWorks as we believe its outsourcing business model will be a showcase for the rich functionality and scalability of the Energy suite. CustomerWorks’ innovative approach to using technology to create greater operational efficiencies and deliver excellent customer service will place them among the industry’s leaders.”
“Our value proposition is based on efficiencies and lower costs resulting from large-scale, common infrastructure, call center sharing and implementation of advanced, shared technology solutions,” said Willett. “We selected Energy because it is the unified CIS platform and efficiently and flexibly supports diverse markets, jurisdictions, commodities and customer segments, enabling us to capitalize on our scale and shared infrastructure.”
CustomerWorks is using a phased approach to migrate customers from a variety of legacy systems to the Energy suite. CustomerWorks will receive major new releases of Energy on a regular 12-18 month cycle.
About Peace Software
Peace Software develops CIS solutions used by utilities and retailers for business innovation in regulated, transitioning and competitive energy markets. The company’s browser-based Energy suite has been selected to drive efficient operations and provide customer care for millions of mass market and commercial and industrial (C&I) customers in 30 markets around the world.
The Energy suite can be phased into existing CIS environments and new version upgrades are available every 12-18 months. Headquartered in Miami and founded in 1984, Peace Software has offices in the United States, Canada, Australia and New Zealand.
CustomerWorks, a Limited Partnership formed by BC Gas Ltd. and Enbridge Inc. in July 2001, is the provider of customer management solutions to utilities, municipalities and retail energy companies across Canada. CustomerWorks commenced full-scale operations on January 1, 2002 with 3.5 million customers and more than 1,000 employees. The organization has corporate offices in Toronto and Vancouver and seven operating sites in British Columbia, Ontario and New Brunswick.