UGI Utilities, Inc. is a natural gas and electric utility headquartered in Reading, Pennsylvania. The company is a wholly-owned subsidiary of UGI Corporation, based in Valley Forge.
Under the UGI Utilities Inc,, UGI serves 570,000 natural gas and 60,000 electricity customers in eastern and central Pennsylvania. In 2014, UGI declared an annual revenue of $8,227 million.
Why Utilities Choose Basis
CR&B (IS-U) implementations often suffer from a variety of common issues such as a dramatic increase in customer exceptions, and increase in AHT’s, which lead to a decrease in customer satisfaction. Avoidance of these pitfalls was the key motivation behind Utilities adopting the BDEx suite of tools.
Utilities want an easy-to-use system for their front & back office customer service representatives, which would provide maximum efficiency in resolution of customer issues without the need for detailed SAP training. They also want the ability to run analytics in SAP CR&B quickly, along with a way to identify root causes of issues and deal with them without delay. Part of the overall goal for Utilities such as UGI is to minimize the number of late-billed customers so that the meter to cash process is optimized.
How are Basis Helping Utiliites with our BDEx suite
UGI were concerned about a potential explosion of customer issues caused by exceptions within their SAP CR&B landscape. The future implementation of BDEx was deemed a requirement to prevent this from happening.
Basis Technologies have vast experience helping large Utility companies ensure a smooth transition to SAP CR&B, avoiding unexpected increases in average call handling times and billing complications that could potentially harm their relationship with their loyal customers.