So what does this mean for your more traditional customer support systems? Service levels will remain the same, but the AMI will continue to build on your system’s capabilities. Expect to add more functions such as remote disconnection and activation, summer peak discounts, dynamic pricing based on time of day etc. Demand for these services will grow based on customer preferences and the need for operational efficiency.
All this activity is going to generate huge volumes of data. It will no longer be viable to have separate systems for Enterprise Resource Planning, Enterprise Asset Management and Customer Relationship Management. Integration is the key and this means having a plan that covers legacy modernization, master data management, system integration and business intelligence and data warehousing on a level never seen before. Companies will eventually need to build a technology platform for ‘actionable’ business analytics and data intelligence that supports both historical and real-time analysis.
AMI is going to enable consumers make smarter choices on energy consumption. But to succeed, it will need utility companies to make some very drastic technology decisions!
About the author: Harsha Bhat, Director – Client Relationships, Collabera
Harsha Bhat leads Collabera’s Utility domain and is responsible for developing solutions, effective customer engagement in utility sector for Collabera.
He has more than 15 years of experience in developing business strategy, IT strategy and consulting, technology and software development working with large companies across US and UK.
Harsha has a Bachelor of Engineering degree in Computer Science and is an MBA from London Business School.
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