US-based domestic energy delivery company CenterPoint Energy has selected IBM to develop a new integrated platform to improve its operational efficiency across its businesses and improve customer service.
The Customer Vision Platform will integrate and streamline customer interactions across CenterPoint Energy’s natural gas distribution, electric transmission and distribution, and Home Service Plus businesses and provide it with a 360-degree view of its five million metered customers.
Using the platform, the company will improve its communication methods with customers for general transactions and other notifications on services and outages.
The company will also collect data from its distribution systems, smart meters, and outage management systems to update the customer with latest information.
CenterPoint Energy customer services division vice president Gregg Knight said the company expects to make use of the technology to improve its customer services across its businesses.
"The Customer Vision Platform will provide the insight we need to focus on the total customer experience to make it more convenient to do business with us and to provide even more valued services," Knight added.
Customers will be able to access the web-based services and opt for their choice of mode of communication when the company notifies about outages.
The Customer Vision Platform will integrate a range of customer service technologies to ensure requests and queries are focused on the customer’s needs.