The FINANCIAL — MILAN; July 18, 2011 – Accenture has secured a three year contract with Enel Energia, the leading supplier in the liberalized Italian energy market, to provide business process outsourcing (BPO) services in support of Enel Energia’s customer care operations.
The financial terms of the contract were not disclosed.
Accenture will provide a range of back office services including customer acquisition, billing, payments and credit, and customer inquiry management. The work will cover Enel Energia’s consumer and small and medium sized enterprise (SME) segments in the electricity and gas markets. The service will be underpinned by Oracle CRM and billing solutions and the SAP® for Utilities solution portfolio.
The agreement extends the two companies’ long-standing relationship to BPO services for the first time. Accenture currently provides application maintenance services for Enel Energia’s customer information systems (CIS).
“In the free energy market, we aim to maintain our leadership as well as offering excellent customer care, supported by the best systems, infrastructures and partnerships,” said Luca Solfaroli Camillocci, Executive Vice President of Enel’s Customer Service Business Area, Market Division. “Enel has selected Accenture for its expertise in the utilities sector and its commitment to building and supporting high quality customer information systems.”
“Our experience in the utilities sector shows that process optimization and automation must be prioritized to improve the efficiency and quality of back office systems,” said Claudio Arcudi of Accenture. “That is particularly important in customer care where staff need to be able to respond to customer needs rapidly.”