In this white paper, Vertex explores some of the issues associated with improving customer service – and also whether the sector can learn lessons from the experience of organizations from other markets...
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Consumers must understand and embrace the new technologies before utilities will realize a return on these major investments. Achieving customer buy-in leading to changes in their consumption behavior will require a new approach to creating and sustaining positive customer relationships. Companies that fail to prioritize customer relationship building will be hard pressed to reap financial and other benefits from their investment in infrastructure and technologies.
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In the next 10 to 20 years, utilities will be forced to change more than at any time in their history. These changes will be profound and will affect not only utilities, but virtually all parts of our modern electrified culture.
One of the most dramatic changes will be in the traditional relationship between utilities and their customers, especially at the residential level. Passive electricity "rate payers" are about to become very active participants in the relationship with their utility...
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Realities, challenges and choices facing the UK energy supply industry in a smart metering environment - a white paper prepared by Vertex...
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Among regulators, utilities and associated consultants and advisors, millions of dollars and countless hours of brain power have been invested in smart-grid technologies. But will there be a return on this investment? Part of the rationale for most of the smart-grid and smart-metering activities is the premise that customers would participate in programs or modify behavior to lower consumption. In this article published in the February 2010 issue of Public Utilities Fortnightly, Rich Huntley explores how utilities get a meaningful number of customers to participate in the rates and programs facilitated by smart meters and smart communications.
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This white paper focuses on current trends in the development of utilities and to what extent business process outsourcing, underpinned and enabled by IT, will impact on future change...
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How Intuitive Customer Management could help organizations secure a winning edge: a white paper prepared by Vertex...
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Utilities can greatly benefit from the debt management practices and experience of industries such as banking that have developed a more sophisticated skill set. Benefits can come from adoption of proven methodologies for managing accounts receivable and managing outsourced agency collections business processes, as well as from use of appropriate software for these processes. There is also benefit to using analytical tools to evaluate the process of collections and optimize processes based on metrics collected...
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In this recently published article with respected Utilities journal, Utility Week, Vertex Senior Consultant, Carrie Hancox discusses how water companies can no longer afford the luxury of keeping customer service operations in-house following the tough 2010-15 price limits.
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Personalization - in which services are tailored to the individual needs of users - offers some beguiling promises that cut to the very heart of the delivery of citizen-centric services...
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The past 18 months have been among the toughest in living memory for the retail industry. Less money in consumer pockets and perceptions around worsening credit have meant what is there has stayed there.
In this article published on RetailingToday.com, Vertex’s Philip Michell explores the growth of lower cost channels to reach customers.
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Vertex reviews current developments in the move to join up community service delivery at the local level. We look at how the emergence of a new community based delivery model could facilitate change and secure sustainable improvements to the quality, value, diversity and accessibility of public services within a new, more democratically accountable structure...
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In a recent Telegraph supplement titled 'Sourcing 2009', Vertex's Andrew Warren talked about how outsourcing is becoming more strategic and considered by organizations in a wider sense...
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Vertex is ranked by the respected “The Black Book of Outsourcing”, a Datamonitor company, as the number one provider of Utility BPO services globally...
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