Overview

This solution helps utilities improve customer service by implementing, modernizing, or replacing legacy and packaged customer systems, as well as integration with other applications across the enterprise. The solution also enables utilities to utilize data and analytics systems to detect energy theft and fraud and bad debt to increase revenue.

How it works

Customer systems, such as CIS and CRM, must adapt quickly to changing regulations, customer demands, technology advancements and a growing number of factors. The Customer Systems solution from IBM can modernize or replace your legacy customer systems to improve operational efficiency of call centers and marketing, and empower customers to manage their energy use and utilize self-service options.

How you benefit

Solution benefits include:

  • Increased customer satisfaction
  • New revenue streams through additional products and services
  • Lower service costs per customer
  • New, improved tools for customer service representatives
  • Streamlined workflows to increase productivity
  • Increased billing flexibility and scalability
  • Improved accuracy in enrollment, billing and collections lifecycle

Success story

CASE STUDY: CPFL Energia

CPFL Energia is reducing risk and boosting customer service with accelerated billing runs

The third-largest electric utility in Brazil used a flash-based storage system to cut overnight invoice processing time from eight hours to five, enabling them to onboard two million additional customers and improve call center responsiveness.

WHITE PAPER

The digital customer: Engage customers as individuals

Take a look at how utility companies are gaining a more complete view of their customers in order to improve customer satisfaction and loyalty.

WHITE PAPER

A key performance indicator-driven approach for digital customer engagement

A KPI-driven customer engagement framework that can be used to enable your digital transformation journey

INFOGRAPHIC

Why utilities must engage customers as individuals

As customers' expectations and options continue to grow, utilities must create a personal connection with each individual they serve to enable satisfaction, loyalty and even collaboration.

Speak with an IBM Energy and Utilities expert