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Vendor Assessment: Customer Care and Billing Industry Short List - Customer Care in the New Energy EconomyPublished by: IDC Published: Oct. 29, 2009 - 39 Pages Table of ContentsTable of Contents Energy Insights Opinion In This Report MethodologyMarket DefinitionMarket Size and Average DealsVendors ReviewedSituation Overview Engaging the Customer to Change BehaviorAMI Changes EverythingImplications for Customer Care and BillingScale-Up of Energy Efficiency ProgramsImplications for Customer Care and BillingOffering New Products to CustomersExotic PricingImplications for Customer Care and BillingBuyback of Electricity from CustomersImplications for Customer Care and BillingWeights Applied to CriteriaFit to MarketFeature/Function: High Priority in New Energy Economy — 2Scalability: Users — 1Scalability: Throughput — 2Scalability: Capacity/Storage — 1Scalability: Response Time — 1Platform Support — 1Integration and Application Architecture — 2Range of Services — 2Pricing Arrangements — 1Implementation Support and Tools — 1Ownership ConfidenceSupplier's Market Share — 1Supplier's Profitability — 1Supplier's Research and Development Investment Level — 2Customer Satisfaction with Implementation — 2Customer Satisfaction with Ongoing Support — 2How Vendors Are RatedFuture Outlook Industry Short List EvaluationsThe RatingsVendor ProfilesEG UtilityFerrantiHansen TechnologiesOracleSAPVentyxVertex Business ServicesWill Telecommunications Billing Systems Be Needed for the New Energy Economy?Essential Guidance Actions to ConsiderLearn More Related ResearchMethodologyInsights Industry Short List Tool CriteriaA Note on Weights Applied to CriteriaAppendixFit to Market Needs (X-Axis)Feature/FunctionScalabilityCapacity/StorageIntegration CapabilityRange of ServicesHardware CostsOwnership Confidence (Y-Axis)SynopsisTable: Customer Care and Billing Market Features and Functionalities Table: Industry Short List for Customer Care and Billing Market: Vendor Overview Table: Industry Short List for Customer Care and Billing Market: Vendor Ratings for Fit to Market (X-Axis) Attributes Table: Industry Short List for Customer Care and Billing Market: Vendor Ratings for Ownership Confidence (Y-Axis) Attributes Table: Industry Short List for Customer Care and Billing Market: Definition of Ratings for Feature/Functionality Table: Industry Short List for Customer Care and Billing Market: Definition of Ratings for Scalability — Users Table: Industry Short List for Customer Care and Billing Market: Definition of Ratings for Scalability — Throughput Table: Industry Short List for Customer Care and Billing Market: Definition of Ratings for Capacity/Storage Table: Industry Short List for Customer Care and Billing Market: Definition of Ratings for Capacity/Storage — Response Time Table: Industry Short List for Customer Care and Billing Market: Definition of Ratings for Capacity/Storage — Platform Support Table: Industry Short List for Customer Care and Billing Market: Definition of Ratings for Integration Capability Table: Industry Short List for Customer Care and Billing Market: Definition of Ratings for Range of Services Table: Industry Short List for Customer Care and Billing Market: Definition of Ratings for Range of Services — Pricing Arrangements Table: Industry Short List for Customer Care and Billing Market: Definition of Ratings for Range of Services — Implementation Support and Tools Table: Industry Short List for Customer Care and Billing Market: Definition of Ratings for Hardware Costs Table: Industry Short List for Customer Care and Billing Market: Definition of Ratings for Market Share Table: Industry Short List for Customer Care and Billing Market: Definition of Ratings for Profitability Table: Industry Short List for Customer Care and Billing Market: Definition of Ratings for Supplier's R&D Level Table: Industry Short List for Customer Care and Billing Market: Definition of Ratings for Customer Satisfaction with Implementation Table: Industry Short List for Customer Care and Billing Market: Definition of Ratings for Customer Satisfaction with Ongoing Support Figure: Industry Short List: Customer Care and Billing Market AbstractThis IDC Energy Insights report will help energy companies evaluate customer care and billing systems, specifically customer information systems (CISs) and customer relationship management (CRM) systems. The focus is on the changes brought by new energy economy strategies such as smart metering, dynamic pricing, demand response, and energy efficiency and whether the traditional customer care and billing systems are able to handle these new challenges. According to Jill Feblowitz, practice director of IDC Energy Insights, "Companies are well on the way to having a full complement of functionality to support the new energy economy. Most vendors have mature capabilities for on-bill financing of energy efficiency, net metering, and traditional special rates (time of use, direct load control) and have introduced capabilities for exotic pricing (dynamic, market index, critical peak, etc.). The next frontier is advanced customer analytics." Get Full Details About This Report >> |
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