North East Utilities

Challenge
The company serves 2 million electric and natural gas customers across four distribution companies: Connecticut Light & Power, Public Service of New Hampshire, Western Massachusetts Electric, and Yankee Energy System. The group wanted to move toward support of a virtual call center and business operations. In order to do so, consensus would need to be built in an environment that was split between those who wanted to procure a new CIS and those who wanted to retain and up-grade the legacy system.

Solution
TMG was engaged by NU to assist with an evaluation of the 3 billing systems, the identification of alternatives, the selection of an optimum alternative, and the development of a business case. A study was initiated to examine options around the billing systems and call center locations (e.g. consolidate, retain, upgrade, or replace).

Result
NU decided to consolidate the 2 legacy systems into the IBM CCS solution. Approximately 1.8 million customers were converted from these legacy billing systems to the existing IBM CCS.