Seattle City Light and Xtensible partners for Strategic Customer Management Initiative
Seattle City Light believes that customer service is everyone’s job and wants to be responsive in providing products and services that their customers want and need.
Advancements in customer facing technologies are leading to greater convenience and personalization when it comes to interacting with your utility. Customers can access transparent billing and usage information with historical consumption patterns through online portals which can help with managing usage and expenses more effectively. Proactive customer support is within reach, automated notifications, alerts, and anticipation of customer needs.
To provide a modern foundation for exceptional customer service City Light has partnered with Xtensible to assess customer relationship management needs which includes seeking a Customer Relationship Management (CRM) solution to centrally manage customer interactions and store customer data. City Light seeks to improve their ability to understand customer behavior, automate marketing and service tasks, optimize processes, and make intelligent, data-driven decisions so that they may improve the customer experience for both internal and external customers.
Xtensible will be engaging with different groups within City Light, through interviews and workshops, to gain a broad understanding of current work processes and technologies in use today, and the opportunities for improving. By comparing industry standards, key features, and best practices, City Light and Xtensible will develop a CRM Strategy and Implementation Plan based on prioritized business needs and the City Light technology roadmap. Modifications to existing technology solutions as well as acquisition of any new needed technologies to derive the intended benefits will be considered as well as recommendations for a phased implementation approach taking identified constraints into account.
By implementing a CRM system and addressing supporting technologies and processes City Light is aiming to optimize their customer interactions today while setting the stage for addressing future customer service needs.
About Seattle City Light
Seattle City Light, one of the nation’s largest publicly owned utilities, generates and delivers affordable, reliable, and environmentally responsible power to the homes, businesses, and communities we serve. They provide carbon-neutral electricity, generated primarily from carbon-free hydropower, to over 900,000 residents in Seattle and the surrounding areas. Their vision is to create a shared energy future by partnering with their customers to meet their energy needs in whatever way they choose.
About Xtensible
Xtensible, is a leading global provider of semantic-based integration and information management consultancy services and products to the utility industry worldwide and is also a driving force behind the development and implementation of open standards, such as CIM, MultiSpeak, OpenFMB, etc., that underpin current and future interoperability initiatives. With offices in the USA and South Africa, Xtensible has served its global client base for 25 years.
To learn more about this project or others please contact us at sales@xtensible.net.