Customer Service & Billing: Operational efficiency

The Challenge

Customer service and billing (CS&B) is the main point of interaction between energy and utilities companies and their consumers. It is the way in which energy suppliers optimise the cost to service customers through shortening the time between consumption and payment. Customer service is also the public image of a company, communicating both the image and values of an organisation to its clients.

Continuous internal change due to regulatory changes or new product offerings can risk adversely affecting the efficiency and value of the meter to cash process. It also risks damaging the customer care process and ultimately reducing the productivity of the business.

The challenge for energy and utility companies is therefore to find a balance between an efficient meter to cash process that still allows for changes to customer service models with the minimal amount of interruption.

Our Answer

At the core of these challenges, operational efficiency resides in three key things: process optimisation, reducing the cost to serve and enhancing the enterprise architecture to add front-end capabilities. Both small to medium and large utilities face these crucial issues, and others, in their journey to productivity.

Get the keys to increased operational efficiency:

• shareholders satisfaction will meet customer satisfaction
• streamlined and fluid processes
• “ready for changes” adaptable customer service organization

Learn more in our Thought Piece: “All heads together for a world of efficiency”