Commentary
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Jun 05, 2003 |While consolidation driven by regulatory changes in the Energy industry continues apace, senior executives face rising pressure from shareholders to increase profits and, in some cases, return their businesses to profitability.
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Jun 04, 2003 |
The energy sector has been early to realize the substantial benefits of electronic payment applications. Energy customers often have the ability to receive and pay their bill electronically or to go online or use an automated phone system to electronically pay their traditional paper bill. -
Jun 04, 2003 |Millions of residential consumers express relief at the dramatic slow-down in North American electric competition. Business customers do not. For many businesses, energy costs significantly affect product and service costs.
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Jun 03, 2003 |Gas companies understand that price is important. However, saying something is important is different from saying that it is your business. A huge realization is that gas itself is not the key commodity. Information is the key commodity. A price only a number that reflects the analysis of other numbers - any or all of which are equally available to everyone in the gas business.
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Jun 03, 2003 |Integration. Integration. Integration. It’s on the tips of all IT directors’ tongues. How can one product be incorporated with another product while providing a seamless environment for end users? How can two products be integrated without losing key features and efficiencies?
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Jun 02, 2003 |
Imagine a utility provider whose customers say thanks for having the call center reach out and touch them. Now, envision that same utility actually saving time and money in the process. Lastly, visualize this same organization bolstering contact center operations, while simultaneously freeing-up trained representatives to handle the more complex customer issues. -
Jun 02, 2003 |
Before deregulation, the utilities did it all. Each developed proprietary, in-house legacy systems that enabled them to process all the data required to send out bills to their ratepayers. Deregulation, or “restructuring”, intended utilities to diversify from an insular, monopolistic structure to a more flexible, open and collaborative approach. -
May 30, 2003 |
At a time when utilities are facing more risk than ever before, it is imperative that companies maintain customer satisfaction through responsive and knowledgeable service representatives. Often times service issues go unnoticed as executives face the challenge of bolstering revenues and reducing expenses during this economic downturn. -
May 30, 2003 |
As energy choice, or deregulation, is phased in across the nation, energy suppliers and marketers (hereafter, “suppliers”) are especially focused on how to retain and grow their customer base, how to inform customers of new choices, and how to convince consumers who are reluctant to change that change is beneficial. -
May 30, 2003 |
The customer information system is one of the most important components of information technology in the utility; however, implementations of these systems are notorious for failing to meet expectations.
