mysql_connect Customer Information Systems

Customer Information Systems

Part of our solutions for utilities companies, we also support them in the delivery of effective and efficient customer service by providing reliable information management systems.

 

Plus2 - Customer Service Management System  

Plus2 is the leading customer service management system for UK utility call centres. It has been designed to meet the requirements of utilities companies, their customer, as well as the regulator. It records and manages all contact with customers, including billing enquiries and its flexible design allows it to be integrated with an existing billing system through a standard interface. Plus2 helps maximise efficiency and productivity of call centre and operations staff while meeting the requirements of the regulator, thereby increasing customer satisfaction and ultimately, increasing profits.

  • Increases the speed of response to incidents
  • Enables fast and easy access to accurate and relevant information such as customer history and local maintenance operations 
  • Plan and schedule work such as inspections and repair work
  • Monitor and report on levels of service, Code of Practice and Guaranteed Standards


Plus2i - Online Customer Self Service

Online customer service can transform the relationship with the customer and transform the customer experience of dealing with a utility. Plus2i offers a real-time, 24-7 proactive service which is completely paperless and highly efficient. When fully integrated with back-office business processes, online customer service can substantially reduce operation costs.

Services related to the customer account:  

  •  View account online 
  •  Request copy bill 
  •  Sign-up for direct debit 
  •  Set-up payment plans 
  •  Submit meter readings 
  •  Change of address 
  •  Support for customers in debt 
  •  View consumption profile 
  •  Download leafllets

Services related to the customer's supply: 

  • Advice for common supply problems
  • Water hardness information
  • Appointment booking
  • Scheduled job status
  • Diagnose a problem online
  • Mains improvement scheme information
  • Planned interruptions to supply
  • Supply incident information
  • Alternative supply locations


CNS - Customer Notification System

For energy organisations, we have also developed CNS (Customer Notification System) to support the management and communication of planned interruptions to customers supply. Using a graphical interface to the network control diagram, CNS identifies the section of network to be isolated, identifies the customers that will be affected, calculates the total customer minutes lost, and highlights any customers with an unacceptable number of previous interruptions or with specific requirements. CNS then prints the customer notices/letters using predefined templates.

Contact us for more information about these products and how we can meet your objectives.