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Introduction

Npower's is one of many failed billing migrations. This report looks at the npower project in more detail and discusses the issues that cause all-too-frequent problems during such major billing projects.

Highlights

  • When a billing migration goes wrong, everyone loses out. Customers have to cope with late and inaccurate bills. They will likely wait far too long to speak with a stressed and overworked contact center agent, who may not be able to resolve the complaint.
  • Npower's billing transformation project was designed to improve historically poor customer service, but billing migration problems caused a customer service meltdown.
  • It is impossible to quantify all the risks to a business during a billing migration, but npower’s problems were likely exacerbated by RWE’s cost-cutting initiatives. Npower must regain its customers’ trust.

Features and Benefits

  • Discusses what went wrong in npower's billing transformation.
  • Assesses the risks utilities face during billing transformations.

Key questions answered

  • What went wrong in npower's billing transformation?
  • What risks do utilities face during billing transformations?
  • What steps can utilities take to mitigate these risks?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

Npower migrated its billing systems while undergoing a cost-cutting exercise

  • Npower's Project Atlas was designed to improve historically poor customer service
  • Npower's billing migration problems caused a customer service meltdown
  • Npower's ill-timed customer service outsourcing can only have made things worse
  • Npower's problems should be seen in the context of broader problems at RWE

Billing migrations fail too frequently

  • Npower's is one of many failed billing migrations
  • Data quality, over-customization, and legacy are common causes of problems

Appendix

  • Further reading
  • Author

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