PRC Energy
Who Is PRC Energy? PRC Energy provides outsourced customer care, CRM, and billing solutions focused on the unique needs of energy companies.
PRC Energy is an operating unit of Precision Response Corporation (PRC) dedicated to the unique customer care needs of the energy industry. Understanding the complexities of the energy business, its customer care solutions speak directly to energy consumers and utility business needs. For more than 20 years, PRC has been managing customer relationships for some of the world’s leading corporations, making PRC one of the most trusted outsourced providers of consumer care services in the world. As a result, PRC Energy clients benefit from PRC’s timeproven methodology, industry-leading expertise, forward-thinking technology, and, most importantly, the best-trained, most-qualified professionals in the customer care industry, all focused on the intricacies of the energy business. PRC Energy provides a vast array of energy-specific outsourcing services for all customer interaction—CIS, CRM, billing, credit and collections, Web-service, email, and IVR needs—all integrated into one seamless solution. PRC Energy industry analysts stay abreast of all the Federal Energy Regulatory Commission (FERC) developments, industry shifts, technology trends, and business process changes that affect your business. PRC Energy provides utilities with the most effective solution available to help meet customer service and billing requirements and manage the needs of energy customers. With more than 20 contact centers worldwide, PRC Energy can develop a customized program that works for both the utility and its customers.
Why Outsource Customer Care? In the ever-changing environment of the energy industry, it is becoming more difficult for energy companies to provide top-notch service to their customers and increase profitability. As the energy industry continues to evolve through ever-changing FERC regulations, service level guarantees, performance-based rate-making
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(PBR), deregulation, re-regulation, and open access (customer choice), energy companies must find innovative strategies to create competitive advantage. The Harvard Business Review has identified outsourcing as one of the most important management concepts of the past 75 years, revolutionizing the way that companies organize and carry out essential corporate functions. Strategic outsourcing of the customer service function has been proven to reduce costs while improving customers’ service experiences. Cost benefits and increased quality of service are primary drivers for any decision to outsource. In energy, a provider who understands your business dynamics and has realworld experience and knowledge of the energy industry is equally important.
What We Do PRC Energy offers customer care ser vices to help build and maintain strong customer relationships that last. The company’s por tfolio of ser vices is all-encompassing – a high-tech, personalized solution to address all your customer care needs. PRC Energy service offerings were designed and built specifically for energy companies, catering to their needs with the latest technology, integrated systems and processes, management techniques, and performance reporting.
• Sales and customer retention • Marketing CRM Many energy companies understand the value of CRM and the importance of creating customer value. It is, however, very difficult to manage a CRM system without professional consultation. PRC Energy offers a myriad of CRM options that tie all of your communication channels into one seamless system. PRC Energy has integrated a market-leading energy CRM application with a CIS and billing application within the contact center environment. Billing PRC Energy understands the complex issues of billing in the energy industry and is geared for stringent regulatory compliance. The company understands risk and can proactively manage the systems and processes to eliminate regulatory penalties. PRC Energy has integrated best-in-class energy billing applications with CRM applications and the contact center for a fully automated billing solution. IVR/VRU PRC Energy’s IVR/VRU solutions, co-developed with InterVoice, the world’s leading provider of IVR solutions, provide the most modern interactive voice technology. More calls can be taken to completion using PRC Energy’s IVR for self-help process and strategies.
PRC Energy Services Consumer Teleservices Inbound • Customer service – calls for billing, connections and disconnections, outages, field services requests, and general information • Credit service calls • High volume call over flow – extend ser vice levels in peak periods without employing more staff • Disaster recovery and business continuity Outbound • Credit and collections • High volume emergency communication (HVEC)
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Email Many consumers prefer using email as a method of communication. PRC Energy can respond to many emails at once, create an automated, knowledge-based email response system, handle a large volume of inbound faxes, or create an outbound email broadcast campaign; PRC Energy has a solution for you. Marketing PRC Energy collects and organizes all of the data from interactions with your customers and saves it in a manner that makes it easy to access and decipher for future uses.
Customer Information Systems Customer information systems are key to an effective customer ser vice campaign. PRC Energy has invested in the best technology for CIS needs. Utilities can leverage PRC Energy’s existing technology, systems integration layers, skills, and experience to implement a CIS environment that is right for their needs. Web Services PRC Energy’s array of Web services, offers a variety of world-class Web customer care options to give online visitors more, and easier, options for getting the information they need. PRC Energy Web services include: click-to-chat, click-to-talk, PRC NETPRO, and Web self-service. Energy Dynamics PRC Energy Dynamics is an energy-specific CRM consulting ser vice that helps you ensure that you are getting the most out of your customer ser vice, billing, CRM, and call center operations.
PRC Energy’s methodology has been refined through years of experience and developed with regulatory concerns in mind. Only the most modern energy-specific technology is used, allowing for rapid startup and easier connection to existing systems. And only professionals trained in energy customer care are assigned to PRC Energy accounts. Each team has extensive energy industry experience and is trained in energy-specific and client-specific curriculum to ensure that programs operate smoothly and are managed tightly. Our People PRC Energy customer service representatives have extensive experience and knowledge of energy companies’ environments, business processes, systems requirements, and customer service dynamics.
Outsourcing Your Energy Customer Care
Our Process PRC Energy creates an extension of an energy customer’s business. All technology, integrated systems, processes, management, training, and per formance reporting have been designed and built specifically for energy companies.
Energy Environments “Energy Environments” refers to the energyspecific nature of PRC Energy’s methodology, technology, people, and training. PRC Energy clients benefit from unmatched experience, industry-specific knowledge, and economies of scale. The result is a shorter implementation time, lower costs, and high-quality results.
Our Technology Today’s modern customer care software increases agent productivity by simplifying operation of systems, providing agents with historical customer information and tying numerous applications together. The result is more accurate and efficient resolution of customer requests. ■
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Solution Provider
www.prcnet.com/energy
CONTACT INFORMATION Craig Edwards Executive VP, Sales Kobus Van der Westhuizen VP, Energy Operations Miguel Ramos Vice President Raoul Hernandez Director, Energy Operations PRC Energy 8151 Peters Road, Suite 4000 Plantation, FL 33324 Toll-free 888.PRC.ENERGY Fax 954.693.3752 BUSINESS CONTACT
PRC Energy Sales Phone 888.PRC.ENERGY
PRC Energy Value Proposition
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