Customer Management Services

Utilities trust Serviceworks outsourced Customer Management Services to deliver the service quality, efficiencies, and responsiveness required to effectively support their customer bases of more than 700,000 accounts.

Who we help

Serviceworks currently provides outsourced Customer Management Services to a range of diverse clients both within the public and private sector, ranging from start-ups to large established utilities.

Our clients say they partner with Serviceworks to:

• Ensure they are better equipped to continually meet their customer needs
• Reduce the time and effort that is invested in ongoing operational issues
• Deliver a better service to customers at a reduced cost
• Integrate more modern technology and process platforms that can support the growth of their business

In an ever-changing market, it is difficult to stay ahead of the pack. We help our clients take and maintain the lead, by providing the following list of services.

Our services

Serviceworks provides the following outsourced Customer Management Services:

• Sales & Marketing support
• Customer experience services
• Customer registration & activation
• Customer transfers & service order management
• Meter data management
• Documentation management
• Billing
• Network settlements
• Collections
• Payments
• Reporting
• Continuous improvement strategies
• System hosting and change management
• Help desk services

Benefits

Engaging an outsourced Customer Management Services provider such as Serviceworks gives you instant access to the following benefits:

• Access to the latest in technology with minimal capital investments
• Cost efficiencies derived from economies of scale
• Increased operational efficiency and productivity
• Faster 'time to market' – enabling the realisation of value to customers and stakeholders more quickly
• Improved processes that enhances the customer experience and raises customer satisfaction
• More efficient processes that lead to maximised revenue
• Avoidance of change or maintenance of infrastructure
• Access to specialised services, professionals and technologies.

But most importantly, our services allow you to focus on your core business, while we look after the rest.

Why Serviceworks?

We asked our clients why they choose Serviceworks as their preferred Customer Management Services provider:

A proven track record

Serviceworks has been in business for more than 12 years and has gone from strength to strength. We have successfully provided full end-to-end Customer Management Services across many utilities, geographies and customer segments, which we have detailed below.

	ACT	NSW	SA	QLD	Victoria	WA
Electricity Residential
Electricity SME
Electricity C&I
Gas Residential
Gas SME
Water Residential
Water SME

Utilities expertise

Serviceworks has suitably experienced and qualified specialists, with expertise in their chosen operational function within the utilities industry. Our people can effectively and efficiently handle your operations and specialty projects. Some of our specialist areas of expertise include:

• Customer information systems
• Meter data management
• Front office customer experience programs
• Back office automation and operational improvement programs
• Telephony infrastructure
• Print and mail services including presentment
• Disaster recovery
• Payment gateways and transactional banking
• Applications and web development
• Working collaboratively with our partners

Working collaboratively with our partners

Our team has been selected not only for their utilities knowledge and experience, but also for their proven commitment to the service of customers, their drive to improve business performance, and their ability to establish a partnership approach to working with our clients (and their customers).

Exposure to different approaches

Serviceworks employees are encouraged (where beneficial to all parties) to build their experience across different clients and projects. This allows them greater insight into different ways of thinking about similar challenges and how these challenges fit into the bigger picture.

Quality Technology Infrastructure

We offer a modern, compliant and proven information technology and communications infrastructure that has consistently delivered for our clients.

Find out more - come and visit one of our service centres

We understand that the decision to outsource business processes can seem daunting, which is why we welcome you to visit one of our service centres to see firsthand how we operate.

No matter what stage you are at in outsourcing your processes, we are happy to answer any questions you may have, and discuss how we might be able to help with your business case considerations. It is only after we have understood your objectives that we can assess the potential fit of our capability and model.

To organise a visit or to register your interest in engaging Serviceworks, enter your details by clicking on the link below and a member of our team will contact you shortly.