CCR Magazine

You are here  :Home arrow News arrow Analyst report finds billing and customer care solutions strategically important for energy retailer
Contact Us Newsletter Signup RSS Feeds

Latest News Headlines


Commercial Credit News


Analyst report finds billing and customer care solutions strategically important for energy retailer PDF Print E-mail
Wednesday, 03 August 2016
Our latest research among competitive energy retailers shows that 70% see their billing and customer care solutions and operations as key enablers for their business strategies. Suppliers identify a wide range of business benefits from an efficient billing operation, including positive impacts on customer satisfaction, customer loyalty, competitiveness and profitability.

These are among the key findings of Quindi Research’s new analyst report entitled New Directions in Energy Retail: Billing & CIS for Competitive Edge. The report surveyed energy retailers in competitive markets worldwide to understand the challenges they face, how they are evolving their business models, and the strategic impact of their billing and CIS operations.

“Understandably, the business benefit that energy retailers most value is accurate billing,” says Catherine Viola, the report’s author. “This finding reflects the fundamental importance of getting bills right the first time for maintaining customer satisfaction, as well as for minimising inbound billing enquiries and keeping down customer service costs.” In the survey, 80% of respondents agreed that billing has a high impact on customer satisfaction.

The survey also identified demand for billing and CIS solutions that can help suppliers streamline and automate their customer-related processes. “Faced with stiff price competition and eroding margins, taking out cost by automating the main customer processes and enabling consumers to self-serve across multiple channels is essential,” says Viola. “Good customer self-service capabilities can also enhance customer satisfaction, which in turn influences customer acquisition and loyalty.”

Another key finding is that energy retailers are looking for billing solutions that can flexibly respond to their changing needs. Flexible solutions can help suppliers easily configure new tariffs and service plans, adjust service parameters, and introduce non-commodity value-added services, as they strive to keep their value propositions fresh and competitive. In the survey, many suppliers rated solutions flexibility as an essential criterion when selecting a new billing and customer care system and vendor.

The report evaluates a range of CIS solutions that target competitive energy retailers. “Our vendor assessment confirms SAP and Oracle as the market leaders,” says Viola. “Among the contenders, we see LogNet Billing, Junifer Systems and Tieto as having especially strong offerings for this segment. Each of these companies stood out for their focus on the specific needs of competitive service providers.”

 Forums International Ltd

Forums International Ltd

 Attendance at your first meeting is free of charge, and please quote reference 'CCR2016' to receive the special 10% discount off of your first annual subscription.

Find out more here.

latest issue

CCR Cover

The latest edition of CCR Magazine, the leading editorial publication in the UK credit industry, is out.

Read the latest issue online


CCR is the premier magazine for consumer and credit professionals. It provides an independent voice to the industry, breaking major news stories and running in-depth features.

As a magazine, it works with and campaigns on behalf of the credit industry to promote its importance as a centre of potential profit and business development to the wider business world.

Subscribe to CCR Magazine

CCR World Magazine


Providing information and analysis for thousands of senior credit professionals worldwide, every quarter.

Find out more

GTS Media Ltd
81 Cambridge Road

Registered in England No: 05483197