Customer Service & Billing: A need to wake up?
Results from an IDC Survey, sponsored by Logica
A recent Logica-IDC survey of the Nordic region focused on around 100 small and medium utilities. It sought to discover if their existing Customer Service & Billing solutions were future-proof.
Although fit for purpose now, most Nordic energy companies are unprepared for the new regulations which come into effect with the Common Nordic Market. The survey found that most companies are planning to evolve their current technology. In fact 16% of them are considering replacing their CS&B system entirely. A larger share (62%) is focused on adding additional functionality and capabilities on top of existing systems, or introducing new solutions to a new market segment.
The Common Energy Market arrives in 2015 and it will bring with it significant change. Combined billing, retailers and DSO unbundling, data hubs, utilities face an entirely new market structure.
Those utilities that recognise the need to change and evolve their systems have an opportunity to:
- Future-proof their CS&B solutions ahead of the upcoming market changes.
- Build a solution that allows for the flexibility needed in face of the uncertainties of the market and the need to reduce cost to serve.
- Reap the benefits of alternative delivery models.
- Provide a more service-oriented approach, including better customer knowledge, tailored customer experience, and front-end customer service efficiency.
Are your CS&B solution future proof? Hear the testimonial of our client Tre-for and why decided to do it by moving into a Business Process Outsourcing - BPO solution.
If you want to receive the complete 54 pages White Paper from IDC Energy Insights, please fill this request.
Logica
Skip to content
