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News : British Gas ‘On Track’ to a New CRM System
July 31, 2014 -- British Gas has announced that it is on track to complete the implementation of a new billing system and the migration of customer accounts onto a new CRM system this year.
The energy provider has previously said that the new SAP system for its business customers, being implemented by Cognizant, will improve its billing processes, better equipping its staff to deal with customer queries.
"In BGB (British Gas Business), we are implementing a new billing system, which is expected to be completed in the third quarter of 2014," the firm said today in parent company Centrica’s interim results for the six months to 30 June.
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British Gas Business said it was cutting costs to help offset the pressures of a competitive market and its decision last year to be more transparent by ending the automatic rollover of contracts at renewal.
"We are targeting a significant reduction in customer complaints over the next three years," said British Gas.
British Gas’ residential customers are served by a separate SAP billing and customer relationship management system.
It said it was on track to support the ‘go live’ of the Data Communications Company - set up by the government to establish and manage the smart metering communications infrastructure - in December next year and to lead industry testing of the new systems in mid-2015.
"We encourage the industry, government and regulatory bodies to maintain momentum on all fronts to ensure the smart rollout is delivered on schedule," it said.
Over 350,000 smart meter customers regularly receive a Smart Energy Report from British Gas, which provides them with an analysis of their energy consumption, benchmarks against similar homes and personalised energy saving tips.
"The report is helping improve levels of customer satisfaction and the overall perception of British Gas," it said.
The firm is also currently trialling smart meters to prepayment customers, which it plans to launch in 2015, a year ahead of the government’s target.
Posted by Veronica Silva Cusi, news correspondent
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SAP is the world's largest business software company – with more than 48,500 employees at sales and development locations in more than 50 countries worldwide.
About British Gas:
British Gas is a British-owned company. As part of the Centrica Group, we provide gas, electricity and home repair services to millions of customers in Scotland, Wales and England. In fact, we are the UK's leading energy and Home Services provider.
Published: Monday, August 4, 2014