|
Abstract
Deregulation of utility industry has opened wide avenues
for the customer by providing them with a plethora of
choices. This thought piece explores how it is the customer
who now decides the fate of the Utilities. Customer
loyalty is a thing of the past and the onus is on the
Utilities to retain customers and to nurture them without
the fear of loosing them. Customers have become more
market savvy and sensitive to service that is provided
to them and demand quicker turnaround time to the issues
that concern them. To adapt to this changing scenario
Utilities have to hedge their bets on Information technology.
Utilities have to become more proactive by offering
their services and benefits on the Internet, deploying
EAI solutions, giving customers electronic bills and
providing customer the data they require whenever they
demand and wherever they demand.
Author
Shashank Kumar
To know more about Wipro in energy and utilities, go
to www.wipro.com/utilities
|
