Atlantic Electric and Gas, one of the UK’s few non-aligned energy suppliers has invested in a new multi-million pound customer billing system. The system, supplied by customer management solutions provider SPL WorldGroup, supports the complex billing requirements of the UK’s deregulated competitive energy market.
Atlantic chief executive officer Jeff Percival comments, “Deregulation of the UK’s energy supply market offers major opportunities for new firms like Atlantic to offer attractive combinations of value-for-money and high customer service standards.”
Atlantic’s decision to purchase the SPL system, which recently went live after extensive testing, results from fierce competition in the energy supply market. Atlantic, which has been operating in the UK since 2000, is one of the few independent energy providers competing in all sectors of the UK market including residential.
Atlantic needed a billing system capable of handling dual fuel billing for electricity and gas supply – a key requirement for its rapidly growing base of thousands of business and domestic customer sites across the UK.
In addition to SPL’s application, Atlantic has also installed and integrated the MMTPowerQuote and Logica Nexus electricity and gas registration system to meet regulator Ofgem’s license criteria. All Atlantic’s systems are hosted at Logica Services’ Data Centre in Bridgend with full back-up and disaster recovery procedures in place.
Using SPL’s customer billing system, Atlantic is able to integrate individual customer information into an easy-to-use, real-time system that enables Atlantic to enhance customer satisfaction with increased billing flexibility and accuracy. According to OFGEM, billing is one of the main sources of customer complaints in the energy supply industry.
“At Atlantic, we are committed to meeting and exceeding the needs of our customers, and we know that billing is something that can really irritate people if it is late, inaccurate or doesn’t have enough information. Our investment in SPL’s solution enhances the way we manage this important process and get it right,” said Percival. “Currently, energy customers are demanding increased flexibility in their billing and many utilities companies ignore this growing market trend.”
Atlantic has a customer base of over 25 000 sites, including The National Trust and Manchester Airport, is supported by Sempra, one of the biggest energy traders and suppliers in the US. Its headquarters are in Gloucester and its customer service center is in Cardiff.