By utilizing many data sources, integrating diverse applications and relying on the Web, the new generation of customer information systems can fulfill the needs of utilities in the new energy business environment. Customer information systems can reduce costs, keep consumers happy, increase consumer loyalty, improve cash flow, open markets to new products and services, expand the geographical reach of markets, facilitate the accumulation and flow of business intelligence, promote mutually beneficial partnerships among stake-holders, and respond to regulatory demands accurately and promptly. Accurate and flexible billing is an essential component of quality customer service. Smart Energy Source will enable other service providers the ability to outsource the billing component of their business processes. It will also automate payments using E-Bill presentment/payment software, allowing for credit card, debit card or check payments, as well as reduce write-offs and collections expenses using remote disconnect/reconnect and prepay technology. Functionality of E-Bill software includes:

• Accounts Receivable
• Prepay
• Remote Disconnect/Reconnect
• Delinquencies (including event-driven credit history)
• Uncollectibles (bad debt)
• Payment Assistance
• Payment Arrangements
• Miscellaneous Charges
• Unlimited history related to billing, transactions, equipment, location and credit
• View Bill
• Account billing, including primary metered services, line-retention minimums, contract minimums,   KVAR services, net metering, ratcheted and time-of-use.

Using Smart Energy Source’s enterprise customer information system, users can easily access unlimited billing history, past charges, readings, use, revenue and bills.

This application allows for the tracking of billing for a wide range of diversified services, including electricity, natural gas, propane, security services, pagers, Internet, water and sewer.

Business Model Challenges
Implementing billing services for multiple vendors presents several challenges. However, by proactively addressing these challenges and creating flexible, effective solutions, the end goals of cost reduction, improved asset management, new programs and services, as well as improved customer service can be realized.

Business Process Challenges and Requirements
New technology means new process mapping and procedures to effectively reach a new desired efficiency. Systems must integrate effectively so all departments have access to accurate data through open platforms. Traditional collections issues can be resolved with prepay and remote connect/disconnect technologies that allow consumers to pay for their utilities before consumption.

Business Organization Challenges and Requirements
Analyzing call volumes and corresponding times for staffing requirements of skilled personnel will ensure adequate staffing levels are available to provide excellent customer service. This analysis will positively affect abandoned call rates and overall time allocated to each call. Efficiencies gained through technology and analysis may lead to a restructuring and/or reduction in work force.

Business Customer Challenges and Requirements
Education is essential in helping consumers make better decisions. Utilities can help transform the way people think about and manage their bills through the increasing information available to them on the monthly statement and online. Real behavioral change can occur as a result of consumers gaining knowledge. When consumers understand how changing specific behaviors can place them in a positive position to control product consumption, it allows them to face challenges, develop a realistic plan of action and become better prepared for the future. Likewise, as agents of change, utility education programs must employ educational strategies that will increase the likelihood that behavioral change will occur.

Business Data Challenges and Requirements
One of the primary challenges in the billing process is obtaining accurate meter readings for the appropriate period of time and at the scheduled time required to run the billing process.  Current prepay technology reconciles daily and is dependent on accurate readings.  Line and substation maintenance, as well as other events, can cause communication problems resulting in a disruption in the flow of meter data.

Business Application Challenges and Requirements
Application and data integration challenges are prevalent in companies today, and many can benefit from successful integration implementations. Consumers demand real-time data and efficient systems demand real-time data integration. The challenge is always to transmit accurate and timely data in a secure environment among systems so personnel and end-users can make better-informed decisions.

Business Technologies Challenges and Requirements
MultiSpeak has been designed to address the majority of the common integration challenges of utilities. However, it is not guaranteed to address all integration needs.