Customer service

Driving profits through customer centricity

Leading utilities across the globe are transforming their customer service and billing operations to drive competitive advantage. Knowing customers, responding to their wants and needs, and providing superior service have become key priorities for market leaders, especially as the industry becomes increasingly competitive due to liberalization, deregulation, evolving technologies and other market forces.

CGI works with major utilities across the globe to implement innovative technologies that transform customer operations and relationships. We help utilities put customers first and, in turn, generate long-term profitable growth opportunities.

What we offer

With decades of customer management experience, CGI has built an expansive portfolio of customer-centric services and solutions that encompasses the following areas:

  • Complex billing
  • Payments
  • Data management
  • Energy monitoring
  • Supply and demand management, including energy efficiency
  • Customer relationship management
  • New product and service launch

This portfolio includes our own award-winning intellectual property, as well as innovative solutions from our alliances with world-leading vendors, including SAP, Oracle and Microsoft. It also encompasses end-to-end IT services, including business consulting, systems integration services, business process services and IT outsourcing services.

The value we deliver

CGI’s customer-centric expertise, strategies and solutions deliver the following competitive advantages to our clients:

  • Greater business process efficiency, flexibility and control
  • Better management of credit risk, debt and cash flow
  • Improved forecasting of supply and demand
  • Increased customer insight
  • Launch of new products and services to meet customers’ real needs
  • Optimized pricing and billing
  • Decreased customer complaints and churn
  • Enhanced brand reputation and differentiation
  • Increased regulatory compliance
  • Reduced investment and operational costs

Why CGI?

CGI has a long track record of turning customer operations into strategic advantage. Our consultants are at forefront of innovation when it comes to transforming how utilities relate to and serve their customers. Our experience includes work on large, complex and critical customer-centricity projects for major utilities around the world, and we consistently deliver the results our clients expect.

Highlights of our work and capabilities include the following:

  • CGI has implemented major SAP customer care system projects for large utilities in Brazil, Portugal, Belgium and Germany.
  • For a major utility in Denmark, we are providing a full business process outsourcing solution for customer service and billing.
  • CGI’s smart retail service supports eight utilities operating in the UK with their smart metering programs.
  • VaxjöEnergi AB (VEAB) and LundsEnergi, major utilities in Sweden, are bringing energy data to life for their consumers through CGI’s award-winning online Energy Monitoring Tool.
  • Our turnkey smart metering solutions for Vattenfall and E.ON in Sweden have enabled thousands of consumers to benefit from monthly, accurate energy bills.
  • CGI’s Business for Utilities Suite (BFUS) is being rolled out to 24 utilities in Sweden.
  • Our next-generation Meter Data Management solution played a central role in the InvoGrid project for EDP in Portugal, regarded as one of Europe’s most significant smart grid projects to date.

Also see