RICHARDSON, Texas – April 29, 2014 – Vertex Business Services today announced the launch of VertexOneTM, a fully hosted and managed solution, with which utilities can effectively and efficiently manage customers by utilizing a proven set of business processes.

Today’s utility faces pressure from regulators to launch new initiatives in areas such as smart metering, time of use billing, conservation and energy efficiency. They need to reduce cost-to-serve, but increase the satisfaction, of customers with ever-increasing expectations with respect to proactive communications, self-service, and consistent multichannel experience. They must do all this at a time when the majority of them are running on legacy systems with limited functionality, but they are rightly fearful of the significant cost, risk, and failure to operationalize the implementation of new technologies.

The Vertex Operating Model, a collection of best practice processes for utility customer management, is the product of the extensive experience gained serving more than 30 million end consumers; working with more than 55 electric, water, and gas clients including Hydro One, Oncor, and others; and the operation of 6 high-performing contact centers. Vertex has added seasoned utilities leaders with considerable SAP for Utilities experience to their executive team responsible for creating this unique platform designed to make customer management simple for utilities.  Vertex most recently appointed James Riley, former Global Head of Solutions and Innovation at HCL AXON, as the company’s Chief Strategy Officer. VertexOneTM, the enablement of the Vertex Operating Model is a fully hosted and managed solution, deployed upon market-leading SAP technology. VertexOneTM offers utilities the opportunity to meet regulatory and customer demands and expectations, without the risk and uncertainty typically associated with the adoption of new technology, and therefore, accelerates the benefits received through significant reductions in both operating costs and IT total cost of ownership.  

About Vertex: Vertex Business Services delivers a complete portfolio of BPO, IT and professional services developed solely to meet the challenges of utilities customer management. These offerings help electric, water and gas utilities in North America simplify customer management processes, improve customer relationships, and realize significant efficiencies in critical operations. For more information, please visit