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Business Strategy: The New Customer Care and Billing - Big Bang or Bits

  • Publication Date:June 2011
  • Publisher:IDC
  • Product Type: Report
  • Pages:13

Business Strategy: The New Customer Care and Billing - Big Bang or Bits

This IDC Energy Insights report examines how utilities are approaching a decision to replace or upgrade their customer care and billing applications. The report provides guidance on how utilities are approaching changes to their systems and discusses some of the trade-offs between approaches.

According to Jill Feblowitz, vice president of research, Utility IT Strategies, "Utilities are at a crossroads with customer systems. Systems are being asked to accommodate smart meters, prepay, dynamic pricing, demand response, net metering, energy efficiency, smartphones, and tablets. Legacy or packaged applications that have been in place for five years or more are not up to the task without significant enhancements."

  • IDC Energy Insights Opinion
    • In This Study
    • Situation Overview
    • Recent Trends
    • The Approach
    • Packages Edge Out Custom Solutions
    • Framing the Alternatives
    • Trade-Offs Between the New Suite and the Modular Approach
    • Key Strategic Elements
    • Future Outlook
    • Essential Guidance
    • Actions to Consider
    • Learn More
    • Related Research
  • Synopsis
    • Table: Approaches, Drivers, and Business Case Arguments for Customer Systems
    • Table: SWOT Analysis of the New Suite Approach
    • Table: SWOT Analysis of the Modular Approach
    • Figure: Evolution of Customer Systems at Utilities
    • Figure: Adoption of Customer Care and Billing Applications at Utilities
    • Figure: Plans to Invest in Customer Care and Billing in the Next 12 Months
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