npower, one of the United Kingdom’s largest retail energy companies, has successfully implemented SPL WorldGroup’s customer management application. As a result, npower will be able to provide its new gas and electricity customers with a single bill for both energy products.
npower was formed to pursue a vertical integration strategy that focuses on retail markets in all customer classes. Ultimately, npower will provide all customers with combined electricity and gas bills and, at a later stage, the ability to receive telephone charges on the same bill.
“As we looked at ways to compete in the deregulated market, it became clear that offering our customers additional products and services, including combined gas, electricity and telephone, was a critical first step to achieving competitive advantage,” said Philip Addis, npower”s director of business systems.
npower has expanded both through organic growth and the acquisition of four companies over the last 18 months. As a result, the company needed to develop a customer management platform that was flexible enough to accommodate its changing product portfolio as well as scale to accommodate its rapidly expanding customer base.
In March 2000, SPL and npower began a three-month proof of concept project for the dual-billing functionality. Following that trial, npower selected the SPL WorldGroup software as their customer management platform on which a viable customer relationship management strategy could be built.
Subsequent phases of the project will migrate 500,000 small and medium-sized enterprise customers and npower”s current 7 million residential customer base to the SPL product.