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CRM Provider Credited With Energy Vendor Excellence
 TMCnet Contributing Editor
UK energy provider ScottishPower has been recognized for the excellence of its online service, and ScottishPower's IT Director Andrew Neilson credits CRM vendor Graham Technology's Online Energy system for the success.
"We are delighted to have been recognized by USWITCH for the quality of our online service," Neilson said. "At the core of our success has been the process-based technology platform from Graham Technology."
ScottishPower has recently surpassed 500,000 online users and continues to grow. "Being able to reuse already defined business processes from one area of the business to the Online Energy system definitely helped," said Neilson. "We have also been impressed by the system's ability to scale -- we've gone from zero to over half a million online users with no problems."
Graham Technology has worked with ScottishPower on various customer-facing technology projects and the value of using a business process platform as an underlying technology was realized during the Online Energy project.
A host of business benefits have been realized since the deployment of Online Energy, Neilson says from major reductions in inbound contact center queries to improved billing and customer service levels.
The Online Energy system allows customers to manage their accounts more efficiently and reduce paper bills by entering meter readings, and accessing, paying and amending bills online. It also allows new customers to register and apply, and generates quotes to calculate potential savings by switching supply to ScottishPower.
Graham Technology was recently named as a "leader in process-centric customer service" by the much-quoted Forrester Research ( News - Alert).
The report says of Graham Technology, "The company has demonstrated particular strength in the utility, telecom, finance and retail markets." Graham Technology appears in a section of the Forrester Wave focused on software vendors with business process-based approaches to customer service.
Paul White, chief marketing officer, Graham Technology, attributed much of the company's success to "the market response to our flagship product, ciboodle."
The Forrester report noted that Graham's business process approach "allows the system to manage all aspects of contact creation, routing  , escalation, and management according to business rules and specific customer-related triggers. This makes the vendor a good option for firms with large agent networks."
Graham Technology's inclusion on the Forrester Wave follows its recent inclusion on Gartner's ( News - Alert) Magic Quadrant for CRM Customer Service Contact Centers, 2007, which observed, "The most significant evolution will be the increasing incorporation of customer service process modeling into contact center applications."
David Sims is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.
Routing | X | | There are many often too many explanation of routing. Heres one:
Hop-by-Hop Routing - IP Routing
- Distributes routing to routers
- Networks look/act like trees
- Data can traverse many routers ...more |
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