City of Charlotte Improves Customer Service Efficiency and Business Processes with New Customer Suite Solution from Ventyx.New Web-Based User Interface Delivers Fast Response to Customer Queries ATLANTA -- Ventyx([TM]), the world's largest private software provider to the utility industry, today announced that the City of Charlotte has gone live with a new release of the Customer Suite customer information system (CIS Cis (sĭs), same as Kish (1.) (1) (CompuServe Information Service) See CompuServe. (2) (Card Information S )/billing solution. The City's successful implementation of Customer Suite presents further evidence of Ventyx's continued leadership in the market, with more than 100 utilities now utilizing the company's CIS solution. Providing water, sewer and storm water services to a population of more than 750,000 in Mecklenburg County, North Carolina Mecklenburg County is a county located in the U.S. state of North Carolina. As of 2006, the population was 827,445. Its county seat is Charlotte6. It is the most populous county in the state. , the City of Charlotte faced a daunting daunt tr.v. daunt·ed, daunt·ing, daunts To abate the courage of; discourage. See Synonyms at dismay. [Middle English daunten, from Old French danter, from Latin challenge in serving its growing customer base while streamlining business processes. The City chose to upgrade its CIS with Customer Suite in order to take advantage of enhanced functionality in the areas of usability and improved communication between customer service representatives (CSRs) and service reps in the field. The Web-based interface provided immediate benefits. "I think clearly the new CSR (1) (Customer Service Representative) A person who handles a customer's request regarding a bill, account changes or service or merchandise ordered. Agents in call centers are known as CSRs. See call center. interface in the Customer Suite has been huge for us," said Chip Harris, Business Systems Division Manager with the City of Charlotte. "Because of the ease of use and the ability to see on one screen the answers to a vast majority of questions which customers ask, our CSRs immediately fell in love with it. And, because it minimized the navigation required to reach those answers, that improved the efficiency metrics metrics Managed care A popular term for standards by which the quality of a product, service, or outcome of a particular form of Pt management is evaluated. See TQM. at the Utilities Call Center." The ease of use and accessibility of the Web-based solution also helped the city streamline its business processes by improving cross-departmental communication. By integrating the CIS with the Ventyx Service Suite field service management solution, the city has further streamlined cross-departmental workflows. Service orders from the Ventyx CIS are automatically sent to available resources in the field, where service technicians use wireless technology to receive and close service orders in real-time from their trucks. By automating these previously manual processes, Charlotte has improved service efficiency and allowed up-to-the-minute accuracy in service status for customers. By upgrading the CIS solution to the latest release, the city expects even greater benefits. "We estimated savings from our initial installation in terms of reduced phone calls and eliminating non-value-added activity and redundant work in the field in excess of $260,000," Harris said. "Extrapolating that out for the rest of the short cycle work, we're feeling pretty confident that's going to probably exceed $1 million, once we deploy it across the other service orders. Plus, by improving efficiency in the Utilities Call Center and allowing us to redeploy re·de·ploy tr.v. re·de·ployed, re·de·ploy·ing, re·de·ploys 1. To move (military forces) from one combat zone to another. 2. more resources to customer-facing activities in the field, that will provide some very significant results." Ventyx President and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. Greg Dukat added, "Like many municipal utilities, Charlotte Utilities faces a daily challenge of supporting a growing customer base with limited opportunities to expand its revenue. By working with utilities to establish best business practices and delivering comprehensive, integrated software Separate software components or applications that have been combined into one package. See integrated software package. solutions to streamline and automate those processes, Ventyx is helping clients overcome this challenge every day. No other vendor delivers the depth of expertise and functionality which Ventyx offers utilities, and we are committed to maintaining this leadership in the years to come." About Charlotte Utilities The largest public water and wastewater utility in The Carolinas, Charlotte-Mecklenburg Utilities proudly serves more than 750,000 customers in the City of Charlotte and greater Mecklenburg County Mecklenburg County is the name of two counties in the United States:
About Ventyx Ventyx is the leading provider of best-of-breed software solutions which enable energy, utilities, telecommunications, broadband and other commercial field service organizations to optimize the management of their customers, workforce, spare parts Spare parts, also referred to as Service Parts is a term used to indicate extra parts available and in proximity to the mechanical item, such as a automobile, boat, engine, for which they might be used. Spare parts are also called “spares. inventory, equipment, tools and documentation -- empowering organizations to maximize efficiencies in their customer relationships, facilities, workforce and field service operations. The Ventyx Global Energy Decisions business unit is a leading provider of utility industry solutions for generation asset and portfolio optimization, energy trading and risk management, schedule management, price and load forecasting, maintenance optimization, resource planning Resource planning may refer to:
n. 1. An improvement over what has been the case: financial betterment. 2. Law An improvement beyond normal upkeep and repair that adds to the value of real property. and environmental compliance analysis. With offices in North America North America, third largest continent (1990 est. pop. 365,000,000), c.9,400,000 sq mi (24,346,000 sq km), the northern of the two continents of the Western Hemisphere. , Europe, the Middle East and Asia-Pacific, Ventyx has more than 700 clients in select asset-intensive service-based industries. For more information, visit our Website at www.ventyx.com. Ventyx is a trademark of Ventyx Inc. Other company and product names may be trademarks of the respective companies with which they are associated. |
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