Bord Gáis Energy implements customer care and billing solution


Dublin, Ireland — (METERING.COM) — May 15, 2009 – Bord Gáis Energy, the retail arm of the Irish energy company, Bord Gáis Éireann, has successfully implemented Oracle Utilities Customer Care and Billing to streamline management of its mission critical business operations in supplying gas and electricity to more than 700,000 customers located throughout Ireland.
Since replacing its legacy customer information system (CIS) with the new solution, Bord Gáis Energy has increased functionality across a number of its business operations through reduced operational costs, improved quality of customer care and service delivery, increased efficiency of gas and electricity billing systems, automated appliance service systems, and unrestricted message exchange with other business, gas and electricity suppliers.

“The principal business driver for replacing our CIS system was clearly to comply with the directions of the energy regulator. However, the changed business environment of the competitive market means that we also had to adapt our business model to take full advantage of the new opportunities it brings,” said David Bunworth, head of energy supply at Bord Gais Energy. “We had to place a greater emphasis on the quality of service we provide to our customers and, at the same time, focus on reducing our operational costs and growing our market share if we wanted to remain competitive.”

Bord Gáis Energy required a scalable and flexible system that could enable them to cater to the needs of the dynamic and rapidly growing energy market. The company expects to see further benefits and improvements to its business operations over the coming months.

The initial rollout in December 2008 catered for the 700,000 natural gas customer base. Following the successful rollout, Bord Gáis Energy extended the product to support its residential electricity launch in February 2009.