Customer care software upgrade

Pacific Gas & Electric Company (PG&E) one of the largest combination natural gas and electricity utilities in the US, has gone live with an upgrade of SPL Customer Care & Billing (CC&B) software. SPL is a provider of strategic utility management software solutions for the global utility market. PG&E has also replaced an existing CRM application with SPL CC&B’s Practical CRM (customer relationship management) software. The CC&B application enhances on-screen navigation, improves access to customer information and supports SmartMeter billing. It also automates manual processes and reduces errors, improving the utility’s first-contact resolution rate and increasing phone access for customers. PG&E says that upgradeability is one of the most important features of SPL’s CC&B solution.