Customer Centricity - Billing & Customer Care

Billing and customer care are at the heart of most businesses, but for utilities and the energy sector, changes in the market environment including the advent of distributed generation and advancements in smart grid (and grid edge) technologies and are placing growing strains on legacy systems and architectures.

Below is a sample of questions which are going through the minds of strategic and business function heads at utilities;

  • How do you deal with consumption reporting & analytics?
  • How close to real time information (internal and consumer) can we go?
  • What about connection and disconnection automation?
  • How to support dynamic rate plans?
  • How to enable new tech and paradigms whilst minimising risk?

In this track we will address them providing you insights into how the sector is driving down opex, and advancing customer care by embracing digitisation, next generation customer information systems and cloud based smart billing solutions. Fill your boots ahead of EUW 2016!

Live Webinars

Case Study: Supporting new services with smart billing & flexible architecture

Broadcast Date: Tue 18 Oct 13:00 UTC


How can utilities adopt a modern CIS and billing technology system? Is a decentralised and cloud based approach needed? How do we mitigate and minimise risks along the value chain? In this session our experts walk us through the drivers and considerations for next gen utility billing systems.




  • David Townshend

    Global Power & Utilities Customer & Billing Transformation Leader
  • Mike Ballard

    Senior Director Utilities Strategy (EMEA)


Utilities of today are encumbered with aging customer information systems (CIS) & inflexible billing architecture making it difficult to meet next generation services, dynamic rates and offering needs.

How do you adopt a modern CIS and billing technology system? Is a decentralised approach needed? How do we mitigate and minimise risks along the value chain?

In this session our experts walk us through the drivers and considerations for next gen billing system including the following;

  • Integrating new and distributed generation sources
  • Supporting dynamic rate plans (time of day & resource availability)
  • Enabling pre-pay & eMobility whilst minimising risk

Attendees will gain a sense of what it takes to embrace a smart billing & flexible architecture capable of supporting new and agile services and consumers whilst keeping costs (and risk) down.

This webinar is part of our "Customer Centricity" In focus track on Engerati.



Case Study: Advancing 5* customer care, self service and real time response

Broadcast Date: Fri 28 Oct 13:00 UTC


With increasing competition in the retail market and the empowerment of consumers it is clear that effective and efficient customer care are critical elements in the utility retention and satisfaction toolkit. So how do you build a solid customer care platform?




  • Adedamola Adeleke

    Senior Content & Programme Manager
  • Jukka Toivonen

    Head of Business Development
  • Stian Madsen

    CEO Enoro CIS


With increasing competition in the retail market and the empowerment of consumers it is clear that effective and efficient customer care are critical elements in the utility retention and satisfaction toolkit. But how do you achieve a robust customer care platform?

Digitisation of the value chain is bringing a flurry of contextual data and closer to real time. How can utilities embrace the right analytics and techniques to leverage the benefits in operational use cases?

In this session our experts will share insights into how they are pushing the boundaries of customer care with self service and (near) real time real time response.

  • Consumption reporting & Analytics
  • Real time information (internal and consumer)
  • Connection and Disconnection Automation

Tune into this webinar to learn how you can take full advantage of the technology and strategies which will help you avoid churn and maximise satisfaction on your network.

This webinar is part of our "Customer Centricity" In focus track on Engerati.



Case Study: Lessons from the Telecoms sector - Billing and Customer Care for Service Enablement

Broadcast Date: Thu 03 Nov 14:00 UTC


The Telecoms and the Utilities sector share many characteristics one of which is a need to adapt billing and customer care systems to fit an increasingly dynamic service space. How do you support new & combined services without disrupting experience? How do you maintain revenue assurance and stop billing leakages? Why do you need flexible and scalable cloud architecture?




  • Adedamola Adeleke

    Senior Content & Programme Manager
  • Miguel Torrão Mendes

    Utility Unit Director
  • Sebastian Böhm

    Senior Director Sales & Product Delivery


The Telecoms and the Utilities sector share many characteristics one of which is a need to adapt billing and customer care systems to fit an increasingly dynamic service space. Static and one directional transactions are slowly fading into the distance and being replaced by agile business units able to adapt to empowered consumers who demand new business models and higher service levels as standard.

How do you support new & combined services without disrupting experience? How do you maintain revenue assurance and stop billing leakages? Why do you need flexible and scalable cloud architecture?

Using case studies and insights our experts will give you an understanding of key issues including;

  • The pitfalls and potential of billing services and customer care
  • How to bundle new and legacy services
  • Best practices and the latest cloud delivery platforms
  • Implementing fast, accessible and accurate billing solutions

Join this session for a big picture take on the billing and customer care story courtesy of insights from a comparative industry analysis.

This webinar is part of our "Customer Centricity" In focus track on Engerati.



Webinar Speakers

Miguel Torrão Mendes

Utility Unit Director

Sebastian Böhm

Senior Director Sales & Product Delivery

Jukka Toivonen

Head of Business Development

Stian Madsen

CEO Enoro CIS

David Townshend

Global Power & Utilities Customer & Billing Transformation Leader

Mike Ballard

Senior Director Utilities Strategy (EMEA)

White Papers

The Most Complete Solution for Utilities to Achieve Operational Excellence and Enhanced Customer Service
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Integrating Oracle Utilities Customer Care and Billing with Oracle Utilities Meter Data Management
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MECOMS™ MDM & CIS RELEASE 3.0
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Northumbrian Water Transforming Field Service with Mobile Workforce Management
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Engage Your Business Customers with EnerNOC's Energy Intelligence Software
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Case Studies

Social Media for Utilities: Developing a Satisfying Customer Experience
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Modelling the Economic Impact of Electricity Tariff Increases on Eskom’s Top Customer Segment
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Oracle Utilities Customer Self Service
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Personalised energy Analytics for SSE Iplan Customer
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Engaging business customers in competitive energy markets
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Audio Briefings