British Gas rolls out new billing system to cut customer service costs

British Gas rolls out new billing system to cut customer service costs

The company's profit margins are under pressure as it put a stop to auto-rollover contracts

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British Gas is rolling out a new SAP billing and customer relationship management system that it hopes will help cut costs.

In British Gas’ parent company Centrica’s interim management statement today, the energy company said that the system, being rolled out to 500,000 business customers, “should deliver improved customer service at a reduced cost”.

“The phased implementation of our new customer servicing platform started earlier this year. Some customers are already on the new system and all customers will be migrated onto the new platform during 2014,” British Gas said in a statement.

“The system will improve our billing processes, which will make things simpler for our customers and better equip our people to deal with customer queries.”

The SAP-based product, being implemented by Cognizant, is expected to be fully operational by the end of 2014.

British Gas’ residential customers are served by a separate SAP billing and customer relationship management system.

Centrica also said in its management statement that British Gas Business’s decision to end the automatic rollover of contracts “continue to put margins under pressure”.

Earlier this year, in an effort to be more transparent, British Gas announced it would stop selling products to its business customers that automatically committed them to further fixed-term contracts, at the end of their existing contracts. It launched products without auto-rollover in September 2013 for new customers.


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