Energy

Saratoga CRM™ provides a comprehensive suite of business applications that enables service providers to manage sales, marketing and customer service across all communication channels and points of customer contact, including Web, call center, field sales and service, and resellers. The Saratoga CRM is tailored for energy and utility companies of all types, including: electricity, gas, and water distribution companies, competitive energy and water retailers, facility, equipment, and waste management service providers and other energy related companies.

Saratoga CRM addresses some of the energy industry's most critical business challenges:
  • Efficient customer acquisition, retention and churn management
  • Complex sales and contract management
  • Capture, validation and management of accurate service orders
  • Support for complex service account and billing hierarchies, premises and service points
  • Seamless integration with billing, CIS and ERP systems to enable rapid service activation and a comprehensive view of each customer relationship.
  • Efficient management of and collaboration with channel partners
  • Accelerated deployment for fast time to market and time to revenue

Benefits of Saratoga CRM:

  • Faster Quotes - Automates the process of creating accurate quotes for a bundle of products and services, and generating syntactically correct order information for submission to back office billing and provisioning systems. This powerful functionality dramatically enhances sales efficiency, shortens service delivery cycles and reduces the number of orders rejected due to entry errors.

  • Increased Visibility - Provides energy and utility companies with full visibility of all work orders, regardless of owner, to keep track of order status and ensure meeting due dates. Optimizes each sales order into one or more work orders based on criteria such as service provider, due dates & time, or other customer-specified requirements.

  • Up-to-Minute Order Status - Provides agents and customers access to updated information about order status, which increases customer empowerment and satisfaction and ensures that service is delivered on time, in accordance with service level agreements.

  • Faster Trouble-Ticket Resolution - Helps service agents record, diagnose, assign, monitor and manage customer trouble tickets, such as outages, to their timely resolution. This functionality improves service provider's ability to proactively resolve trouble tickets and deliver superior, more responsive service.

  • Superior Customer Service - Provides service information on a permission basis across all customer touch points, so trouble tickets can be analyzed across the enterprise to identify patterns and initiate programs to improve responsiveness and quality of service.

  • More Efficient Billing - Consolidate customer billing data from multiple billing systems to provide energy and utility companies with a comprehensive view of all billing transactions. Obviates the need to train agents on multiple billing systems and dramatically improves agent productivity.

  • Powerful Analytics - Better analyze trends to help sales and customer service professionals to proactively identify customers vulnerable to "churn", deliver highly targeted marketing offers designed to retain them, and increase their lifetime value.

  • Reduce Delinquencies - Proactively manage credit-challenged customers, and minimize losses due to nonpayment. Through integration with legacy credit applications, identify customers with past-due bills, request and accept payment, create adjustments and installment payment plans and disconnect delinquent accounts.

  • Manage Complex Sales Contracts and Service Agreements - Quickly generate the appropriate contract using previously collected quote information, and apply standardized terms and conditions and service discounts. This functionality dramatically increases sales efficiency and accelerates the service delivery process.

  • Validate Customer Orders -Saratoga CRM automates the process of creating an accurate quote for a bundle of products and services and generating syntactically correct order information for submission to back office billing and provisioning systems. This powerful functionality enhances sales efficiency dramatically, shortens service delivery cycles, and reduces the number of orders rejected due to entry errors.

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"Saratoga's software helps us develop tools and customer service processes that keep us on the cutting edge regardless of the 're-regulation' taking place in the utilities industry."

John DiGirolamo Team leader for Business Information Northeast Utilities