5 April, 2002 – American Electric Power (AEP) has deployed Peace Software’s industry-leading Energy CIS (Customer Information System) to manage competitive and regulated POLR (Provider of Last Resort) customers in Texas. AEP currently serves more than 900 000 customers and expects to serve over one million by mid-year.
“Our choice of Peace Software and its Energy suite has positioned us well to compete and provide excellent service for our large base of Texas customers,” said Steve Appelt, Executive Vice President of Administration at AEP. “Our approach of working with best-in-class companies such as Peace has created a foundation for success and leadership as the industry continues to restructure and new market opportunities unfold.”
Robert Goumaz, Vice President of Retail Operations at AEP, said, “Our implementation of the Peace Energy suite is the industry’s largest browser-based CIS in production and sets a new standard for other large utilities to follow. Energy is at the heart of our integrated customer management environment that will drive new cost-efficiencies while flexibly supporting our business goals.”
Hosted in Ohio, the Energy suite seamlessly connects AEP’s back-office operations in Oklahoma and outsourced call center in Florida staffed with more than 300 customer care representatives. AEP’s deployment is based on Energy’s thin-client Browser User Interface (BUI), which is platform independent and runs on any standard browser, requiring no local installation of software. System changes and upgrades applied to the central server in Columbus, Ohio, are immediately available to all users across AEP’s network.
Jon T. Brock, Senior Director, Utility-IT/Strategic Intelligence for SCIENTECH, Inc., said, “Peace Software has proven that browser-based CIS solutions can scale to the level of traditional mainframe and client/server systems typically found in utility phone centers, definitely a first. We can now expect other large utilities to follow on the coat tails of AEP in re-evaluating and replacing their legacy systems to drive excellent customer service, increased productivity and cost-savings.”
“By partnering with industry leaders such as AEP, Peace is establishing a track record of successful large-scale deployments,” said Brian Peace, CEO and Chairman at Peace Software. “Our Energy suite delivers a flexible packaged solution that AEP tailored to their unique business and market needs.”
Along with its competitive customer base, AEP fulfills a POLR role in Texas. Its POLR customers are also supported by Energy. In addition to complex competitive functionality, AEP has led the enhancement of Energy to support regulated payment plans, rebates and pricing for these POLR customers in the Texas market.
AEP’s customer care center technologies include integrated components from both Peace Software and Siebel Systems. Peace Software’s Energy is the primary database for customer information and Siebel’s eEnergy provides specialized CRM (customer relationship management) functionality. Customer care representatives have real-time access to both applications through enterprise java bean (EJB) hyperlinks.
Dave Standley, Manager of Information Technology at AEP, said, “We have incorporated the very latest technology to enable our large number of concurrent users to respond to customer requests. Energy’s browser-based architecture was easy to integrate into our call center environment.”
About Peace Software
Peace Software develops next-generation CIS solutions used by utilities and retailers for business innovation in regulated, transitioning and competitive energy markets. The company’s browser-based Energy suite has been selected to drive efficient operations and provide excellent customer care for millions of mass market and commercial and industrial (C&I) customers in 30 markets around the world. The innovative Energy suite can be phased into existing CIS environments and new version upgrades are available every 12-18 months. Headquartered in Miami and founded in 1984, Peace Software has offices in the United States, Canada, Australia and New Zealand.
About American Electric Power
American Electric Power is a multinational energy company with a balanced portfolio of energy assets. AEP, the United States’ largest electricity generator, owns and operates more than 42,000 megawatts of generating capacity in the U.S. and select international markets. AEP is a leading wholesale energy marketer, ranking among North America’s top providers of wholesale power and natural gas with a growing wholesale presence in European markets. In addition to electricity generation, AEP owns and operates natural gas pipeline systems, natural gas storage, coal mines, and the fourth-largest inland barge company in the U.S. AEP is also one of the largest electric utilities in the United States, with almost 5 million customers linked to AEP’s wires. The company is based in Columbus, Ohio.