Understanding the Customer Care
Information Technology Needs of Utilities
304 completed surveys in February 2003!
Overview and Introduction
This follows the successful completion of a similar study conducted last year. Last year’s study was based on an examination of the utilization of information technology at 300 utilities in North America.
UtiliPoint International is launching a fully subscribed multi-client research study regarding the customer care information technology needs of utilities in North America.
The study provided insight into the various systems utilities are implementing as they seek to become more or less regulated and prepare for future business challenges, and how decisions are made.
A year has passed, and the marketplace, strategies, solutions, and providers of CIS, CRM, and billing solutions continue to dramatically change. Relatively low barriers to entry attract a variety of new participants, while other firms pursue aggressive acquisition or partnership strategies to achieve scale. Technological advances in computer- and Internet-based service delivery capabilities are also contributing to the accelerated rate of change.
Issue
Solution
This report will focus on utilities in the U.S. and Canada and will include:
The resulting report will be business plan quality and can be used in presentations to existing and/or potential investors.
This information will be obtained from an annual extensive survey of utilities in the North American market. UtiliPoint will provide detailed analytics on the survey results, and not just simply report what the utilities provide us. UtiliPoint is able to do this because our executives have real world experience in utility markets. This experience includes: billing, procurement, scheduling, sales and marketing, CRM, phone center, and remittance processing. As a result, we KNOW the functionality requirements from a hands-on perspective better than anyone researching the industry.
Project Costs
For a technology supplier to be successful in the utility industry it needs a thorough understanding of the marketplace, insight into current technology solutions and their providers, and a deep knowledge of the specific business needs and challenges of potential customers.
To assist technology providers in addressing these issues and planning their service offerings, UtiliPoint is developing a new report entitled Understanding the Customer Care Information Technology Needs of Utilities in North America.
This report can be purchased for a professional services fee of $5,000 USD. Renewing subscribers are allowed to join for $2,500 USD. UtiliPoint plans to deliver the report in the first quarter of 2003.
Download the 2003 UtiliPoint Customer Care Table of Contents
Yes, I am interested in UtiliPoint’s 2003 North American Customer Care Survey and Report.
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Inquiries may be directed to Jon Brock at (505) 244-7607 or
Christopher Perdue at (704) 362-1158.