Pacific Gas & Electric Co. (PG&E; San Francisco, California, U.S.) has upgraded to SPL's Customer Care & Billing (CC&B) software. It also replaced its existing customer relationship software with SPL's Practical CRM software.
The system was upgraded over a three-day weekend. “The SPL CC&B application enhances on-screen navigation, improves access to customer information and supports SmartMeter billing. It also automates manual processes and reduces errors. As a result, it will improve our first-contact resolution rate and increase phone access for our customers,” said Pat Lawicki, PG&E's CIO.
“Upgradeability is one of the most important features of SPL's CC&B solution. We're committed to providing our customers with a product that continually improves their return on investment,” said Quentin Grady, SPL senior vice president and general manager, Americas.