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ENERGEX
Fujitsu CRM system a key part of ENERGEX's strategic vision
As one of the largest electricity distribution corporations in Australia, with an electricity distribution network spanning almost 25,000 square kilometres of South East Queensland, ENERGEX's business covers an area bigger than many countries.
Following diversification into a multi-utility organisation, including the acquisition of Allgas Energy Ltd, ENERGEX became one of Australia's largest energy companies, supplying electricity and gas products and services.
Faced with protecting - and growing - its customer base in light of deregulation of the energy industry, ENERGEX developed a strategic response: implement a best-practice customer management solution. Its major priority was to provide the best possible service to customers.
It had the strategic vision; it needed a strategic partner to help deliver it. To that end, ENERGEX selected Fujitsu Australia to develop and implement a Customer Management System solution, based on the award-winning GTX product from Graham Technologies (UK).
The Customer Management solution will enhance ENERGEX's services by providing a single point of contact, and allow the utility to expand the range of services it supplies to its large market.
GT-X will enable ENERGEX to adapt to business change smoothly and quickly, which will ultimately allow the company to manage customer retention and continue to grow its revenue base as well as deal seamlessly with other organisations.
Fujitsu and Graham Technologies brought the GT-X product to the Australian marketplace to offer customers a solution that can be used across many different customer touch points. The initial implementation at ENERGEX will be in a call centre environment, but the multi-channel capabilities of the solution can be extended to embrace the Web, branch offices and developing technologies such as WAP and Digital Television.
The GT-X product has been deployed by a number of UK and North American utility and retail companies and has been particularly successful in both the energy and telecommunications industries where it is highly regarded for the competitive edge it delivers.
