New Brunswick Power transforms customer service, say execs

ORLANDO – New Brunswick Power has improved their customer service centre through streamlining data and focusing on change management, according to NB Power’s Jill Feero.

“We’re introducing a whole new line of products and we can’t afford to jeopardize our reputation and the need to meet our customer’s needs,” said Feero in a presentation at SAP’s Sapphire 2008 conference in Orlando, Florida. Feero is NB Power’s manager of performance customer service.

NB Power is a government-owned utility that interconnects and exports to the Maritimes and New England, with five operating companies, 360,000 customers and approximately 2500 employees.

NB Power began using SAP finance modules in the late 90’s, and have since added many more modules, said Feero.

She noted that one of the business drivers for their customer service transformation is that they’re trying to “meet the needs of the next generation.”

“Customers expectations have changed”, she added.

Their customer contact system (CCS) used by NB Power customer service agents was seen as not user friendly, the result of which was a high-turnover rate in agents, according to Feero.

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