SCT introduces utilities-focused CRM solution for energy companies

MALVERN, Pa., May 1, 2002 — SCT, a global provider of e-business solutions for energy and utilities, has introduced CRM Essentials, a solution designed exclusively for the needs of electric, gas, water, and sewer utilities.

CRM Essentials incorporates customer relationship management functionality that addresses the unique requirements of utility and energy companies, positioning them to maximize the lifetime value of their customers. It is an important component of the SCT Customer Management Solution, which enables utilities to achieve operational excellence.

“Our solution is a direct response to the mismatch in functionality many cross-industry-focused CRM vendors are trying to force-fit for utilities,” said Connor Gray, vice president of solutions management at SCT global energy and utilities solutions. “Utilities balk at the high cost of a full-blown CRM implementation, where most of the functionality sits on the shelf. Astute utilities understand the business they are in and the core competencies that are their imperatives. That’s why our focus was in delivering the capabilities that are specific to a utility and that allow it to execute its processes, optimize its efficiency, and excel.”

“The bottom line is that utility companies have to match their CRM solutions to their business requirements. One size does not necessarily fit all. And despite the fact that there are many vendors that would like to sell you a full CRM solution designed for a competitive market, this may very well be overkill,” said Rick Nicholson, vice president and director of META Group’s Energy Information Strategies service.

Among the features of CRM Essentials is the use of portal technology to facilitate SCT’s “C2E – Connect to Everything” philosophy. C2E enables information from many different sources to be aggregated for the user, internal or external, and permits numerous deployment and personalization options.

Moreover, CRM Essentials includes a business intelligence component that provides users with the information needed to spot trends previously not seen and make sound business decisions. It also features a series of business applications to manage contacts and target communications. The CRM Essentials eBusiness components are uniquely tailored to the needs of utilities. For instance, the self-service environment oriented toward residential customers is distinct from the environment oriented towards commercial and industrial customers.

Each environment matches the information and transaction requirements of its respective market. Finally, the solution includes several business process tools to manage workflows, integrate to other applications, and facilitate interactions via many channels.

“For utilities, CRM Essentials is the most direct way to gain operational and customer-service excellence,” said John Gregg, president of SCT global energy and utilities solutions. “Our analysis of the industry has identified those components that add tangible value in the utility and energy market space. CRM Essentials’ custom fit for the market comes with an affordable price tag, -edge technology, and a lot of bang for the buck.”

CRM Essentials is part of the SCT solution set, which also includes Banner Advantage Customer Information System (CIS), and EnerLink complex billing solution, all built upon a foundation of Oracle technology.

About SCT SCT provides advanced solutions and software for utilities and energy service companies. SCT strategically partners with energy and utility companies to enhance customer care and billing activities by reducing total cost of ownership, improving customer satisfaction, and increasing operational efficiency. The products and services of SCT support more than 92 million utilities accounts worldwide, and generate over 38 million utility services bills each month. SCT also serves the higher education and process manufacturing markets.

The company has approximately 2,300 employees and serves nearly 1,800 clients worldwide. SCT is headquartered in Malvern, Pa., in the Greater Philadelphia area. For more information, visit


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