The utility company of the future: From reactive customer service to proactive customer account management


Conference: Metering, Billing, CRM/CIS Africa 2005
Location: Cape Town, South Africa
Presenter: Michael Cairns
Abstract: In this paper Cairns tackles the notion of utility company management and in particular how through customer service initiatives a utility company of the future can emerge. Cairns touches on points such as defect based customer service, traditional operating models, customer control approach, emerging operational models, multiple touch points and conclusive findings.