When considering a utility customer information system (CIS), there are many factors to weigh in making a selection. However, perhaps the most important consideration is better serving your customers.Continue Reading
When considering a utility customer information system (CIS), there are many factors to weigh in making a selection. However, perhaps the most important consideration is better serving your customers.
How well versed is your utility in customer segmentation? Does your organization fully realize the value that this particular piece of insight has the potential to deliver? Customer segmentation refers to the practice of separating a utility’s customer base into specific cohorts based on their preferences, behaviors, and personal attributes. This is rooted in maximizing value for the customer, as knowing their granular traits allows your utility to relate to them according to their specific, personal characteristics and offer solutions purpose-built to suit their unique needs.
It's said that the journey of a thousand miles begins with a single step. This ever-touted mantra finds unique application when utilities consider upgrading or replacing their information technology infrastructures. With long lead times and tens of thousands of customers to support, the journey can indeed be a long one. Whether that first step is submitting an RFP for a new CIS, shopping solutions for an upgrade, or simply visiting websites to learn more about the options available to you, as solution providers we must always be ready to advise, guide and support our customers at any point in their decision-making process.
It’s no secret that in the utilities industry, staying vigilant of emerging IT trends is critical, especially where your distribution infrastructure and service reliability are concerned. Recently, a trend we have seen grow and develop into useful business intelligence is leveraging analytics in your utility to improve and generate efficiencies in your organization.
Another version of this article appears in TMG's What's Next Magazine
Each year, CS Week brings together the sharpest and most forward-thinking electric, gas and water utility professionals for a week of education, networking and recognition of stellar customer service project achievements. Especially important is the latter for utility providers, as working with customer information and casting a wide net of influence in the space is the cornerstone of our business.
Making new technology investments is a balancing act, not just for utilities, but for companies in any industry. Justifying the budget for those investments—both before the acquisition and after—can be even trickier. An IT team is under pressure to “right size” its solution landscape as well as its infrastructure and to not spend money on more capacity than is necessary.
Should you own or lease your information systems and architecture? It’s a debate that utilities have had for years now, and one we’ve discussed a bit, too. Vertex did some research on the pros and cons of both, just to see what’s changed. Interestingly, most of the information was old in technology-growth terms and, in many cases, out-of-date.
On Monday, September 17, 2018, a class-action lawsuit alleging age discrimination was filed on behalf of three former employees against IBM. The lawsuit alleges that “IBM has discriminated, and continues to discriminate, against its older workers, both by laying them off disproportionately to younger workers and by not hiring them for open positions.”