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市場調查報告書

能源零售的新方向性:對於競爭力的計費及客戶資訊系統 (CIS)

New Directions in Energy Retail: Billing & CIS for Competitive Edge

出版商 Quindi Research Ltd. 商品編碼 517572
出版日期 內容資訊 英文 82 Pages; 23 Tables, Figures & Charts; 12 Software Vendor Profiles
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能源零售的新方向性:對於競爭力的計費及客戶資訊系統 (CIS) New Directions in Energy Retail: Billing & CIS for Competitive Edge
出版日期: 2016年06月30日 內容資訊: 英文 82 Pages; 23 Tables, Figures & Charts; 12 Software Vendor Profiles
簡介

本報告提供計費及客戶資訊系統 (CIS) 詳細評價,競爭激烈的能源零售市場中供應商所面臨的主要課題,零售能源供應商為了對抗報酬率降低,如何發展服務策略、經營模式,具計費/CIS競爭力的能源零售業者與其解決方案比較等相關分析。

摘要整理

第1章 簡介

第2章 在十字路口的能源零售

  • 價格競爭、差額利潤縮小
  • 客戶獲得、維持
  • 產品差異化
  • 法規的問題
  • 市場結構檢討事項

第3章 重新想像能源零售

  • 邁向市場領導者之道
  • 能源零售商務的再發明

第4章 計費、顧客服務的策略性影響

  • 計費營運的商務優點
  • 系統替換、選擇供應商

第5章 供應商解決方案形勢

  • 供應商的選擇
  • 供應商比較、評估

第6章 結論

附錄A:供應商簡介

  • Ferranti Computer Systems
  • Fluentgrid
  • Hansen Technologies
  • Junifer Systems
  • LogNet Billing
  • Netcracker Technology
  • Oracle
  • Ponsfacio
  • Redknee
  • SAP
  • SmartGridCIS
  • Tieto

附錄B:產業調查

目錄

CIS vendors discussed: Ferranti Computer Systems, Fluentgrid, Hansen Technologies, Junifer Systems (since acquired by Gentrack), LogNet Billing, Netcracker, Oracle, Ponsfacio, Redknee, SAP, SmartGridCIS, Tieto

As retail energy providers vie for leadership in competitive markets, a good billing and customer care operation has never been more vital.

Our latest research among energy suppliers shows that 70% agree their billing / CIS solutions and operations are key enablers for their business strategies. They identify a wide range of benefits for their businesses, including positive impacts on customer satisfaction, customer loyalty, competitiveness and profitability.

Understandably, the business benefit that energy retailers most value is accurate billing. This finding reflects the fundamental importance of getting bills right the first time for maintaining customer satisfaction, as well as for minimising inbound billing enquiries and keeping down customer service costs.

Energy suppliers also told us that they want solutions that can help them streamline and automate customer processes. Faced with stiff price competition and eroding margins, taking out cost by automating the main customer-related processes and enabling customers to self-serve across multiple channels is essential. Good customer self-service capabilities can also enhance customer satisfaction, which in turn influences customer acquisition and loyalty.

Our survey also found that energy retailers highly value billing solutions that are flexible. According to our research, many suppliers regard solutions flexibility as one of the most essential criteria when selecting a new system and vendor. This capability can help energy providers easily configure new tariffs and service plans, adjust service parameters, and introduce value-added services, as they endeavour to keep their value propositions fresh and competitive.

New Directions in Energy Retail: Billing & CIS for Competitive Edge explores energy retailers' views on the challenges they face in competitive markets and how their billing and CIS operations can be effective in supporting their strategies.

The report provides a detailed evaluation of a range of billing / customer information systems, to provide a starting point for suppliers who are embarking on the process of choosing a solution.

Evaluation of billing / CIS vendors
serving competitive energy retail markets

                     Source: Quindi Research.

Why buy this report?

New Directions in Energy Retail: Billing & CIS for Competitive Edge answers your key questions:

  • What are the main challenges facing suppliers in competitive energy retail markets?
  • How are retail energy providers evolving their service strategies and business models to counter eroding margins?
  • How can a modern billing / CIS solution and operation support suppliers' service strategies and help them lower customer service costs?
  • Which vendors offer billing / CIS for competitive energy retailers and how do their solutions compare?

Who should buy this report?

Competitive energy retailers

  • Compare 12 leading billing / CIS solutions and evaluate which vendors are best placed to support your business strategies.
  • Find out what impact your peers say their billing / CIS operations have on their businesses.
  • Learn which new energy retail strategies and business models are finding success.

Utility software vendors

  • Discover which business benefits from their billing / CIS operations suppliers most value.
  • Understand how energy retailers are evolving their business models and what they want from their billing / CIS solutions.
  • Evaluate how the billing / CIS vendor solutions landscape is evolving and which new players are making their mark.

Systems integrators / consulting companies

  • Find out the latest innovations in utility billing / CIS solutions and identify new potential partners.

Table of Contents

0. Executive summary

1. Introduction

  • 1.1. Industry survey
  • 1.2. Vendor assessment
  • 1.3. Report roadmap

2. Energy retail at a crossroads

  • 2.1. Price competition and margins squeeze
  • 2.2. Customer acquisition and retention
  • 2.3. Product differentiation
  • 2.4. Regulatory issues
  • 2.5. Market structures concerns

3. Re-imagining energy retail

  • 3.1. The road to market leadership
  • 3.2. Re-inventing the energy retail business

4. The strategic impact of billing and customer care

  • 4.1. Business benefits from the billing operation
  • 4.2. Systems replacement and vendor selection

5. The vendor solutions landscape

  • 5.1. Our selection of vendors
  • 5.2. Vendor comparison and evaluation

6. Conclusions

Annex A: Vendor profiles

  • A.1. Ferranti Computer Systems
  • A.2. Fluentgrid
  • A.3. Hansen Technologies
  • A.4. Junifer Systems
  • A.5. LogNet Billing
  • A.6. Netcracker Technology
  • A.7. Oracle
  • A.8. Ponsfacio
  • A.9. Redknee
  • A.10. SAP
  • A.11. SmartGridCIS
  • A.12. Tieto

Annex B: About the Industry Survey

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