Experience. The Future of Utility Customer Experience Management Starts Now. The Utility Customer Experience Company

Transcription

1 Experience The Future of Utility Customer Experience Management Starts Now The Utility Customer Experience Company

2 ONE Customer Experience ONE Cloud Platform ONE Version of the Truth Welcome to the Future of Utility Customer Experience Management Imagine the utility customer experience of tomorrow: Your customers will have a consistently high quality, tailored experience across multiple channels Your utility will be empowered to measure and drive customer experience against J.D. Power indexes, and to consistently deliver regulatory energy efficiency programs and initiatives To maximize customer loyalty and retention, your utility will have the tools it needs to listen to the voice of the customer and react to it with agility The utility customer experience of tomorrow is here today. VertexOne is a new cloud-based CIS platform that, for the first time, makes it possible for a utility to offer a first-class customer experience quickly, efficiently, and with less risk and cost than a traditional solution implementation. Many utilities face the challenge of finding the resources budget, staff, and time to support new and complex customer expectations and regulations. In attempts to keep up, a utility may either augment its legacy platform with costly, non-integrated point solutions or replace its legacy systems altogether with a traditional CIS implementation one that often translates into excessive risk and cost. Now, utilities have a better, faster, and safer choice. The VertexOne platform represents breakthrough technology for the utility industry. VertexOne removes major obstacles in a utility's quest to realize the data-driven future of customer experience management.

3 VertexOne the Power to Transform Your Utility Customer Experience Built Right In VertexOne is a cloud-based customer experience management platform built on the SAP Customer Relationship Management and Billing for Utilities package, and integrated with industry-leading 3rd party technologies. Further, it incorporates standardized business processes proven across Vertex s 30 million utility end customers throughout North America. As North America's market leader in customer experience management services for utilities, Vertex has developed proven and trusted customer experience processes over more than a decade of serving our clients. These proprietary and proven customer experience processes have been built into VertexOne to deliver the best outcomes for utilities and their customers. Now, instead of a risky and time-consuming traditional solution implementation to achieve the benefits of new functionality and agility, utilities can migrate to the VertexOne platform and do so faster and with lower cost and risk. In addition, the inherent flexibility of the platform makes it easy to migrate to the full platform or to be selective and just add the latest functionality, like multi-channel and advanced analytics. No matter how you deploy it, VertexOne has the power to transform your utility customer experience management.

4 Why Should My Utility Migrate to VertexOne? Experience VertexOne frees you to focus on business outcomes from the start. It was designed from inception to help a utility reduce the complexity of offering a world-class customer experience. Experience VertexOne, VertexOne means you can bypass a full-scale CIS starting today and become solution implementation and put a robust, scalable customer experience platform at your fingertips customer! one happy instead one based on the Vertex Operating Model used to manage over 30 million utility customers. In place of a traditional solution implementation, VertexOne allows you to migrate your current data to an existing platform for customer experience management that has proven processes built in. These processes are available from day one, and their efficiencies can start to lower a utility's cost to serve right away.

5 Leverage Industry-Leading Technology for a Fraction of the Cost VertexOne enables utilities to benefit from the industry's leading software and technology at the lowest available cost and in the fastest possible time. In one cloud-based platform, VertexOne combines SAP and third-party technologies with standardized business processes to enable a utility to transform its customer experience without the typical time and expense of a major software implementation.

6 A Fast, Modular Path to Ensuring One Happy Customer VertexOne offers the fastest and least costly path for a utility to improve customer service and satisfy ever-changing regulatory requirements. The VertexOne utility customer experience platform gives you the ability to replace your legacy CIS, or simply add on features to enhance customer experience and operations, including: Core Customer Relationship & Billing Processes Multi-Channel Customer Management & Insight Bill Print, Presentment, and Payment Services Reporting and Advanced Analytics With VertexOne, your utility has ONE cloud-based platform, ONE customer experience across multiple channels, and ONE version of the truth for everyone all working together to make ONE happy customer.

7 Ready to Run Pre-configured with utility customer management processes proven by extensive operational experience Technology The Advantages of VertexOne Lead to One Happy Utility Delivering excellence in customer experience and achieving high J.D. Power rankings is critical for utilities today. Migrating to VertexOne substantially lowers the cost of achieving these objectives. In addition to enabling a tier-1 application platform at or below a tier-2 cost, VertexOne also delivers a compelling set of business benefits, including these: Take advantage of new technologies, such as in-memory databases for analytics and transaction processing Scalable Respond rapidly to growing customer numbers, transaction and data volumes, and/or acquisitions SAP Customer Relationship Management and Billing for Utilities Run the tier-1 market leading CIS platform at or below tier-2 prices Migration Your move to VertexOne is a migration, not an implementation. Less costly, less risky, lower time to value Insight Monitor, manage, and optimize your business process with a suite of analytics available from day one Core Benefits and Key Considerations Modular Replace your existing CIS platform or augment it with multi-channel and analytics capabilities Managed Focus on improving customer experience, safe in the knowledge that VertexOne is fully hosted CAPEx Setup, migration, and business readiness fees can be capitalized plus the cost of any custom development Security All data to reside in North America protected by security protocols developed by Vertex over many years Integration A suite of core interfaces provided as standard. Additional customer specific interfaces developed upon request Standardized Based upon a common set of proven processes, but can be adjusted to your specific requirements

8 The Product of Experience Vertex is 100% focused on utility customer experience management, and is the market leader in customer experience management services in North America. Through the call centers Vertex has been running for our water, electric, and gas utility clients for over a decade, we have developed proven customer experience processes and built them into VertexOne so we can offer those benefits to you. 100% Dedicated to the Utilities Industry Customer Management Services Application Management & Hosting Analytics & Consulting Services 1,700 Employees in North America 50+ Water, Gas & Electric Utilities Clients Over 30 Million End Customers Served

9 Start on the Path to VertexOne Today! To bring the future of customer experience management to your utility today, please contact: Saurabh Parashar Director of Client Partnerships B-E-01 12/ Vertex Business Services