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Best Practice in Residential CRMProduct Type: Market Research ReportPublished by: Datamonitor Published: November 2001 Product Code: R313-9060 Description How can we increase our efficiency? How much can we expect to save? What effect will this have on our customer service levels? These are all questions critical to the successful implementation of your metering, billing, payment and customer service strategies. Datamonitor's new report “Best Practice in Residential CRM” examines all the above issues, and critically evaluates best practice through a series of case studies. The report provides actionable recommendations, supported by case studies drawing from a variety of industry verticals including airlines, banks, and telecommunications in addition to utilities.Table of Contents Metering Billing Payment Customer Service INTRODUCTION METERING Frequency of meter reading Actual meter reading and customer satisfaction Low metering frequency tariffs One-stop metering Bill cycle alignment Touchtone metering SWEB Case study Implementation London Electricity case study Online metering Access to properties Meter location Training needs Visiting times Outsourcing Automatic Meter Reading (AMR) AMR and tariffs Fault and leakage detection Theft and system losses Added-value services South Staffordshire Water AMR case study The American experience Enel - blazing the trail in AMR metering Enel's business case for AMR implementation Implementation AMR Summary Stranded Assets Key points BILLING Re-billing Bill layout The bill as an information tool Online Billing Getting customers online - the customer-centric proposition Online banking: Barclays Bank case study Added-value services Address changes on the Internet Consolidated online billing Build versus buy - the e-billing debate Internet payment summary One-bill One-Bill case study - Powergen Key points PAYMENT Swift payment Direct debit uptake Online payment Airline case studies Incentives An online service for an online tariff Sutton and East Surrey Water Case Study - the regulated market Swedish online services Credit card payment Key points CUSTOMER SERVICE "One-and-your-done" customer service Customer Support Representatives (CSRs) Information silos CSR training CSR staff retention Automation in the call centre Call routing Self-service & technology Centrica's CTI / Predictive dialler implementation Key points ACTION POINTS Best practice for new entrants Best practice for deregulated market small / medium players Best practice for deregulated medium / large players Best practice for regulated market medium-size players Best practice for large regulated utilities APPENDIX Definitions Other reports of interest Author (c) Datamonitor 2001. All Rights Reserved. |
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