How IT can allow utilities to invest in customers — and even improve returns — without breaking the bank.
Lori Burkhart is a legal editor of Public Utilities Fortnightly.
A high quality customer information system (CIS) at a utility company can build revenue streams and promote customer loyalty. But while those are admirable goals, it is not that simple to wade through all the various CIS systems and figure out what a company needs in order to achieve those benefits.
Of course, the state of the economy plays a large part in the decision of whether or not to invest in CIS. But since CIS is vital to the survival of the utility, it cannot be ignored. Over the last few years, when the economy was dragging, many utility companies adopted a wait-and-see attitude toward new investment in CIS. But that could be changing.
Before spending lots of cash on CIS, it is important to know what factors to examine in deciding what systems need to be implemented. spoke to the experts to help decipher key challenges confronting companies as they make CIS selections.