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Experience
The Utility Customer Experience Company
The Future of Utility Customer Experience Management Starts Now
ONE Customer Experience
ONE Cloud Platform
ONE Version of the Truth
Welcome to the Future of Utility CustomerExperience Management
Your customers will have a consistently high quality, tailored experience across
multiple channels
Your utility will be empowered to measure and drive customer experience against
J.D. Power indexes, and to consistently deliver regulatory energy efficiency
programs and initiatives
To maximize customer loyalty and retention, your utility will have the tools it needs
to listen to the voice of the customer and react to it with agility
The utility customer experience of tomorrow is here today. VertexOne™ is a new
cloud-based CIS platform that, for the first time, makes it possible for a utility to offer a
first-class customer experience quickly, efficiently, and with less risk and cost than a
traditional solution implementation.
Many utilities face the challenge of finding the resources – budget, staff, and time –
to support new and complex customer expectations and regulations. In attempts to keep
up, a utility may either augment its legacy platform with costly, non-integrated point
solutions or replace its legacy systems altogether with a traditional CIS implementation –
one that often translates into excessive risk and cost.
Now, utilities have a better, faster, and safer choice. The VertexOne platform represents
breakthrough technology for the utility industry. VertexOne removes major obstacles in a
utility's quest to realize the data-driven future of customer experience management.
Imagine the utility customer experience of tomorrow:
VertexOne is a cloud-based customer experience
management platform built on the SAP Customer
Relationship Management and Billing for Utilities
package, and integrated with industry-leading 3rd party
technologies. Further, it incorporates standardized
business processes proven across Vertex’s 30 million
utility end customers throughout North America.
As North America's market leader in customer experience
management services for utilities, Vertex has developed
proven and trusted customer experience processes over
more than a decade of serving our clients. These
proprietary and proven customer experience processes
have been built into VertexOne to deliver the best
outcomes for utilities and their customers.
Now, instead of a risky and time-consuming traditional
solution implementation to achieve the benefits of new
functionality and agility, utilities can migrate to the
VertexOne platform – and do so faster and with lower
cost and risk.
In addition, the inherent flexibility of the platform
makes it easy to migrate to the full platform or
to be selective and just add the latest functionality,
like multi-channel and advanced analytics.
No matter how you deploy it, VertexOne has
the power to transform your utility
customer experience management.
VertexOne – the Powerto Transform Your Utility Customer Experience Built Right In
ExperienceExperience VertexOne, starting today and becomeone happy customer!
VertexOne frees you to focus on business outcomes
from the start. It was designed from inception to
help a utility reduce the complexity of offering a
world-class customer experience.
VertexOne means you can bypass a full-scale CIS
solution implementation and put a robust, scalable
customer experience platform at your fingertips
instead – one based on the Vertex Operating Model
used to manage over 30 million utility customers.
In place of a traditional solution implementation,
VertexOne allows you to migrate your current data
to an existing platform for customer experience
management that has proven processes built in.
These processes are available from day one, and
their efficiencies can start to lower a utility's
cost to serve right away.
Why Should My Utility Migrate to VertexOne?
VertexOne enables utilities to benefit from the
industry's leading software and technology at the
lowest available cost and in the fastest possible
time. In one cloud-based platform, VertexOne
combines SAP and third-party technologies with
standardized business processes to enable a utility
to transform its customer experience without the
typical time and expense of a major software
implementation.
Leverage Industry-Leading Technology for a Fraction of the Cost
A Fast, Modular Path to Ensuring One Happy Customer
VertexOne offers the fastest and least costly path for a
utility to improve customer service and satisfy
ever-changing regulatory requirements. The VertexOne
utility customer experience platform gives you the
ability to replace your legacy CIS, or simply add on
features to enhance customer experience and
operations, including:
With VertexOne, your utility has ONE cloud-based
platform, ONE customer experience across
multiple channels, and ONE version of the truth for
everyone – all working together to make
ONE happy customer.
Core Customer Relationship & Billing Processes
Multi-Channel Customer Management & Insight
Bill Print, Presentment, and Payment Services
Reporting and Advanced Analytics
Ready to RunPre-configured with utility customer management processes proven by extensive operational experience
ModularReplace your existing CIS platform or augment it with multi-channel and analytics capabilities
CAPExSetup, migration, and business readiness fees can be capitalized plus the cost of any custom development
SecurityAll data to reside in North America protected by security protocols developed by Vertex over many years
IntegrationA suite of core interfaces provided as standard. Additional customer specific interfaces developed upon request
StandardizedBased upon a common set of proven processes, but can be adjusted to your specific requirements
ManagedFocus on improving customer experience, safe in the knowledge that VertexOne is fully hosted
TechnologyTake advantage of new technologies, such as in-memory databases for analytics and transaction processing
ScalableRespond rapidly to growing customer numbers, transaction and data volumes, and/or acquisitions
SAP Customer Relationship Management and Billing for UtilitiesRun the tier-1 market leading CIS platform at or below tier-2 prices
MigrationYour move to VertexOne is a migration, not an implementation. Less costly, less risky, lower time to value
InsightMonitor, manage, and optimize your business process with a suite of analytics available from day one
Delivering excellence in customer
experience and achieving high
J.D. Power rankings is critical for
utilities today. Migrating to VertexOne
substantially lowers the cost of
achieving these objectives.
In addition to enabling a tier-1
application platform at or below a
tier-2 cost, VertexOne also delivers
a compelling set of business
benefits, including these:
The Advantagesof VertexOne Lead to One Happy Utility
Core Benefits andKey Considerations
The Product of Experience
Vertex is 100% focused on utility customer experience management, and
is the market leader in customer experience management services in
North America. Through the call centers Vertex has been running for our
water, electric, and gas utility clients for over a decade, we have
developed proven customer experience processes and built them into
VertexOne so we can offer those benefits to you.
100% Dedicated to the Utilities Industry
Customer Management Services
Application Management & Hosting
Analytics & Consulting Services
1,700 Employees in North America
50+ Water, Gas & Electric Utilities Clients
Over 30 Million End Customers Served
Start on the Pathto VertexOne™ Today!
To bring the future of customer
experience management to your utility
today, please contact:
Saurabh Parashar
Director of Client Partnerships
972-480-5603
B-E-01 12/2014 ©2014 Vertex Business Services