LG&E Energy Corp. deploys Siebel eBusiness applications to consolidate customer service across merged companies

SAN MATEO, Calif., October 23, 2002 — Siebel Systems Inc., a provider of multichannel eBusiness applications software, announced that LG&E Energy Corp. has deployed Siebel eBusiness Applications to provide a unified desktop for its call center agents and to consolidate call center processes across multiple back-office systems.

This marks the largest deployment of Siebel eEnergy, a comprehensive suite of eBusiness applications designed specifically for the energy industry, in a regulated U.S. utility distribution company environment.

LG&E Energy Corp. has consistently been recognized for its strong customer focus and outstanding customer service. J.D. Power and Associates ranked the company first in both the nation and the Midwest in its 2002 survey of the nation’s 74 largest electric utilities.

LG&E Energy Corp. also ranked highest nationally in customer satisfaction in J.D. Power’s 2002 survey of midsize business customers. The company has ranked at or near the top in the J.D. Power surveys for four years in a row.

Siebel eBusiness Applications offer LG&E Energy Corp. a cost-effective alternative to customer information system consolidation-one that will meet the company’s goals of increasing operational efficiency, improving call center staff productivity, and enhancing customer satisfaction. Siebel eEnergy Call Center will provide an easy-to-use dashboard to the company’s legacy customer information systems.

“With Siebel eEnergy, our customer care representatives will have a unified agent desktop that reduces the learning curve and speeds time to productivity,” said David Vogel, Vice President of LG&E Energy Corp.’s Retail Business. “Translating coded information from the back-office systems and presenting easy-to-understand information to our representatives will help us maintain our outstanding customer service record.”

LG&E Energy Corp. anticipates that using the Siebel application as a front end to its customer information systems will cut training time and reduce call-handling, hold, and queue times. By providing the call center staff with more effective service processes, the company also expects to increase employee satisfaction, making it easier to attract new people and reducing the turnover rate.

Initially, customer care representatives will use the Siebel application to complete credit issues and handle customer billing inquiries. LG&E Energy Corp. also plans to investigate adding service request management in the next phase of the implementation. Ultimately, 120 agents in five locations will use Siebel eEnergy Call Center to support LG&E Energy Corp.’s residential and business customers.

LG&E Energy Corp., headquartered in Louisville, Kentucky, is a diversified energy services company that is a member of the E.ON AG family of companies. E.ON is the world’s largest investor-owned utility company. LG&E Energy Corp. owns and operates Louisville Gas and Electric Company, a regulated electric and gas utility serving Louisville, Kentucky and 16 surrounding counties, and Kentucky Utilities Company, a regulated electric utility based in Lexington, Kentucky, which serves customers in 77 Kentucky counties and five counties in Virginia.

About Siebel Systems

Siebel Systems, Inc. is a provider of eBusiness applications software, enabling corporations to sell to, market to, and serve customers across multiple channels and lines of business. With more than 3,500 customers worldwide, Siebel Systems provides organizations with a proven set of industry-specific best practices, CRM applications, and business processes, empowering them to consistently deliver superior customer experiences and establish more profitable customer relationships. Siebel Systems’ sales and service facilities are located in more than 28 countries.


Previous articleView from the Top: EL&P column features industry’s most prominent decision makers
Next articleResidential gas utility customers willing to pay more for improvement in service, study says

No posts to display