New customer care system for Questar Gas


Questar Gas, a utility that provides natural gas to over 775,000 customers, has gone live with the SPL Customer Care & Billing Solution. During the implementation billing operations, payment processing and service order despatching stayed on schedule. All accounts balanced during the conversion, and neither utility nor customers experienced interruption in service levels.

New innovations include configurable Business Process Assistant scripts which lead users through whole business processes. Scripts can be changed and new scripts added as business needs dictate. Web self-service templates allow customers to view and update information themselves, while the Configuration Lab allows complete sets of customer and/or configuration information to be moved between test and production environments. This allows Questar staff to use subsets of real customer data to develop “what if” scenarios to test variations before actual implementation. /