Customer Relationship Management Systems Handbook

Case Studies in CRM 147

customer care solutions being developed across industries, to stay ahead of

the competition. Utility industry reform is motivated by the emergence of a

customer-based energy business, new technology, and deregulation, shifting

decision and execution to the customer.

In accordance with Ontario Energy Board guidelines, Enbridge Consumers

Gas filed with the intention to separate into a deregulated service entity and

a regulated utility, with certain criteria, including the development of a stand-

alone company requiring its own IT infrastructure.

The following activities were completed over a 15-month timeframe:

 Definition of the re-engineered processes to meet the future state dereg-

ulated environment

 Selection of vendor partners ...