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Customer Satisfaction, Smart Meters and the Utility Billing Process
Datamonitor, April 2010, Pages: 38
Billing is a hugely expensive process within a utility, and billing systems cost an incredible amount of money to replace. The introduction of smart meters places an enormous amount of pressure on the technology that underpins a utility's meter-to-cash value chain and will force utilities to replace their legacy billing systems.
Scope
- The causes of customer complaints surrounding utility billing
- How smart metering will be a significant driver of billing system investments in the next ten years
- How utilities must not lose focus of the customer during smart meter deployments
Highlights of this title
Both C&I and residential customers have huge problems with the utility billing process: both sets report problems with bill estimation, while C&I customers struggle with bill clarity and flexibility. These problems are caused largely by lax business processes, poorly motivated staff and technology that fails to meet utilities' requirements.
Smart metering will be the single most important future driver for CIS investment in the next 10 years. Advanced metering infrastructure (AMI) removes the problems with bill estimation, but also introduces a similar level of complexity in residential billing that utilities currently struggle with when billing C&I customers.
If a utility is to best manage customer satisfaction during and after AMI deployment, a utility will have to invest in bill presentment and associated CRM technologies. Given the current technology gaps, Ovum sees a market opportunity for more advanced CIS software, for instance from vendors with experience in telecommunications billing.
Key reasons to purchase this title
- Understand the causes of customer complaints surrounding utility billing
- See how smart metering will be a significant driver of billing system investments in the next ten years
- Understand why utilities should invest in bill presentment to manage customer satisfaction during a smart meter deployment.
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