Customer Management Services

Utilities trust Serviceworks Outsourced Customer Management Services to deliver the service quality, efficiencies and responsiveness required to effectively support more than 500,000 of their customers across the meter-to-cash value chain.

Who we help

Serviceworks currently provides Outsourced Customer Management Services to a range of diverse clients, from public sector to private, large established utilities and small start-ups.

Retail utilities partner with Serviceworks because they are looking to achieve the following:

• They want to be better equipped to continue to meet customer needs
• They want to invest less time and effort into the challenges posed by constant operational issues
• They want to deliver a better service to customers at less expense
• They want a more modern technology & process platform that will support the growth of their business

Serviceworks helps partners to stay in front of the changing market.

Our services

Serviceworks provides the following Outsourced Customer Management Services:

• Sales & marketing support
• Customer experience services
• Customer registration & activation / Transfers
• Customer transfers & service order management
• Meter data management
• Documentation management
• Billing
• Network Settlements
• Collections
• Payments
• Reporting
• Continuous Improvement
• System hosting and change management
• Help desk services

Benefits

Engaging an Outsourced Customer Management Services provider like Serviceworks will enable your business to access the following types of benefits:

• Get access to the latest in technology with limited capital investments
• Cost Effectiveness arising from economies of scale benefits
• Increased operational efficiency and productivity
• Faster time to market - enabling delivery of value to customers more quickly
• Improved processes bringing about improved customer satisfaction
• Efficient processes leading to maximised revenue
• Concentrate more on your core business
• Avoid the burden of changing or maintaining infrastructure
• Access to specialized services

Why Serviceworks?

Some reasons why clients choose Serviceworks to be their Customer Management Services provider, include the following:

A proven track record

Serviceworks has been in business for over 10 years now and is a strong business. We already successfully provide full end-to-end Customer Management Services across utilities, geographies and customer segments as follows:

	ACT	NSW	SA	QLD	Victoria	WA
Electricity Residential
Electricity SME
Electricity C&I
Gas Residential
Gas SME
Water Residential
Water SME

Denotes coverage starting in 2011.

Utilities expertise

Serviceworks has suitably experienced, trained and qualified specialists with expertise in each of the operational functions of utilities. Our people can effectively and efficiently handle your operations and specialty projects.

Some of our specialist areas of expertise include:

• Customer Information Systems
• Meter Data Management
• Front Office Customer Experience Programs
• Back Office Automation & Operational Improvement Programs
• Telephony infrastructure
• Print and mail services including presentment
• Disaster Recovery
• Payment Gateways & Transactional Banking
• Applications & Web Development

Working collaboratively with our partners

Our team has been selected not only for their utilities knowledge and experience, but also for their proven commitment to the service of customers, their drive to improve business performance and to establish a partnership approach to working with our customers (and their customers)

Exposure to different approaches

Serviceworks employees are encouraged (where practicable) to build their experience across different utilities clients and projects. This affords them great insight to different ways of thinking about similar challenges.

Quality Technology Infrastructure

We offer a modern, compliant information technology and communications infrastructure that has proved itself again and again as our clients grow.

Find out more – come and visit one of our service centres

We understand that the decision to outsource business processes can seem daunting.

So no matter where you're up to in considering outsourcing, we'd love to get together with you to answer your questions and discuss how we might be able to help with your business case considerations and the potential fit of our capability and model with your objectives in this area.

Call us on (03) 9915 3004 or email theteam@serviceworks.com.au