HCL Technologies and Direct Energy have reached an agreement to manage Direct Energy’s customer care operations in the Alberta market.
Direct Energy, an energy services company in North America, reached an agreement with IT and software development company, HCL Technologies, to implement and manage its residential billing and customer care operations in the Alberta market.
HCL Technologies will provide infrastructure hosting, application management and business process services.
Steven Murray, president of Direct Energy Residential, said: "In the Alberta market, regulators and customers seek enhanced service standards. With HCL, we have a provider who understands the complexities of our business with a record of running large scale retail business operations in such markets."
The agreement is an outcome-based model that includes efficiencies gained through customer-focused self-service channels. This will aim to enhance delivery on current and future customer expectations while providing new capabilities to strengthen customer retention and acquisition. They also hope to reduce overall operating costs through optimisation initiatives.
Todd Crandall, executive VP of Public Services and Emerging Industries at HCL Technologies, said: "As a market leader, Direct Energy is focused on continuous improvement in delivering customer service in an environment of maturing customer expectations. HCL will drive cost savings for Direct Energy’s customers within evolving regulatory regimes, based on its domain expertise and experience of having executed several such transformational projects in the past".