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ActewAGL completes successful billing and customer management project within 12 months

  • 09 June, 2007 11:02

<p>Melbourne, June 2007 - ActewAGL, the largest provider of energy and water services in Australian Capital Territory (ACT), has successfully completed a 12-month upgrade project implementing the newly developed Gentrack Velocity, Talgentra has announced.</p>
<p>Gentrack is the most widely used multi-utility billing and customer management software solution across Australia and New Zealand.</p>
<p>ActewAGL supplies electricity, green energy, natural gas, water, wastewater and Internet services to over 150,000 homes in ACT, and is a 2006 Customer Services Institute of Australia award winner for Call Centre services.</p>
<p>ActewAGL has used Gentrack since 1994 to handle all billing and customer management activities for electricity and water customers, and with the arrival of full retail competition initiated a complete review of existing systems. Following an intensive review of current solutions, ActewAGL chose Gentrack Velocity as the preferred solution to deliver the advantages required to compete successfully in a full retail contestable market.</p>
<p>Gentrack’s architecture simplified enterprise application integration within the business to support effective customer sign-up, real-time reporting and market interfacing to MSATS and market participants. ActewAGL was looking to streamline its billing and customer care systems and eliminate any duplication or manual processing that might have occurred, while having full access to data in the open Oracle database. The 360º view of the customer in Gentrack was seen clearly as delivering major advantages in a contestable market where, according to ActewAGL CIO, Carsten Larsen, “It is all about the customer.”</p>
<p>He added: ”Although one of the main drivers for system and process consolidation was efficiency, our board made it clear that any major IT investment must result in significant customer service and competitive benefits. Therefore, a fundamental requirement of the new system was support for the multitude of services that ActewAGL currently provides, as well as support for the development of new products we intend to provide to our customers”.</p>
<p>ActewAGL began to migrate billing, customer care, service order, collections and B2B interfacing functionality on to the Gentrack Velocity platform in October 2005, going live with the integrated solution 12 months later. As a true multi-utility billing platform, Gentrack Velocity enables ActewAGL to offer dual fuel statements to its customers - both residential and commercial, as well as incorporating water, waste water, ISP and other services in a single statement in the next phase.</p>
<p>ActewAGL’s extensive use of Gentrack Velocity’s question flow and work flow tools enables call centre staff to capture customers’ data quickly and accurately, and to ensure that appropriate switching processes and works orders are actioned and monitored effectively.</p>
<p>A major benefit realised by the upgrade to Gentrack Velocity is in the area of market settlement and transfer solution (MSATS) integration, where automated file transfer and direct population of the Gentrack database with data from this market registry has replaced previously resource-intensive processes, reducing errors and improving productivity.</p>
<p>ActewAGL billing teams are also seeing a reduction in billing errors and faster bill exception handling through the use of Gentrack Velocity’s automated online bill validation capabilities, reducing the number of billing queries to customer service teams.
”Overall, we are extremely happy about our decision to consolidate our systems on to Gentrack Velocity, “concluded Mr. Larsen. “While the upgrade process was extensive, Gentrack is now managing our entire customer life cycle, delivering cost benefits through better operational efficiency, reduced training times and easier system maintenance.”</p>
<p>With Gentrack Velocity’s latest business process tools, platform independence, and proven billing and customer management capabilities, ActewAGL is confident that its new system will deliver the agility and flexibility required to adapt and incorporate new product offerings well into the future, to maintain a competitive advantage in this highly aggressive market.</p>
<p>About Gentrack
Gentrack is a billing and customer management solution designed specifically for energy and water utilities. Built for low cost of ownership and rapid implementation, Gentrack is improving the bottom line of utilities in competitive and regulated markets world wide with over 40 sites across Australia, New Zealand, USA, Europe, South East Asia and The Pacific Islands. More about Gentrack at or email</p>
<p>About ActewAGL
ActewAGL is Australia's largest multi-utility established in 2000 under a joint venture between ACTEW Corporation Limited and The Australian Gas Light Company. In October 2006 Alinta also became a joint-venture partner.</p>
<p>ActewAGL provides electricity, green energy, natural gas, water, wastewater and internet services in the ACT. Outside its home base, ActewAGL provides electricity, green energy, natural gas and internet services in south-east NSW, and provides skilled services elsewhere in Australia and overseas.</p>
<p>ActewAGL is one of the most customer-centric retailers in Australia with Customer Service Benchmarking Australia Pty Ltd ranking ActewAGL consistently in the top five utilities in their quarterly contact centre benchmarking performance reports. For more information about ActewAGL, visit</p>
<p>For more information</p>
<p>James Docking
Talgentra Pty Ltd
Phone: (03) 9867 9100</p>

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