CenterPoint Energy has chosen IBM to develop a new Customer Vision Platform. According to IBM, the integrated platform will consolidate services across the business to provide CenterPoint with a 360-degree view of its 5 million metered customers, enhance the customer experience and drive operational efficiencies.
The platform will streamline customer interactions across all channels in CenterPoint Energy's natural gas distribution, electric transmission and distribution, and Home Service Plus businesses, allowing the company to simplify and enhance communication methods, IBM says. Customers will also have access to expanded Web-based services and the option to select how they prefer to be contacted by CenterPoint - whether by phone, a portal, text or email.
CenterPoint Energy will also integrate data analytics as part of this project. The company will combine data from smart meters and distribution and outage management systems to provide better customer information, IBM adds.
“Our goal is to provide an exceptional customer experience by taking full advantage of our technology platforms across our businesses,” says Gregg Knight, division vice president of customer services for CenterPoint Energy. “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.”
