Graham Technology Wins ENERGEX Sales Project
Announcement posted by Graham Technology 30 Apr 2002
Beats PeopleSoft and Siebel to be Strategic Platform Provider to ENERGEX
Graham Technology has won a major project with leading Australian energy company, ENERGEX, to implement its GT-X application framework for a Sales Capability solution within its Brisbane call centre.
The Scotland-based software company won the contract despite strong competition from PeopleSoft and Siebel, cementing its position as a strategic platform supplier to ENERGEX after an earlier Customer Management project win.
A Top 100 Australian company, ENERGEX retails and distributes electricity, natural gas, liquid petroleum gas (LPG) and a range of value-added products to over 1.1 million customers throughout Australia, New Zealand and parts of Asia.
ENERGEXs General Manager, Shared Services, Peter Weaver, said the GT-X solution will give ENERGEX greater scope to differentiate itself.
Graham Technologys framework gives us a strategic platform that will integrate with key operational systems to effectively support and enhance our business processes. This approach not only ensures rapid application development of the Sales Capability functionality we need, but also delivers far more flexibility than would be possible with a packaged solution, he said. Importantly it also integrates with our newly implemented GTX Call Centre Systems.
In a market defined by increasing competition and aggregation, customer service is a key differentiator and essential to winning customer loyalty. GT-X enables us to flexibly re-engineer our business processes to underpin our customer sales and service strategy.
To be based within its call centre, the ENERGEX Sales Capability solution will equip staff to conduct inbound and outbound sales campaigns to both existing and prospective customers. It will function seamlessly within the organisations customer service operation and will be closely integrated with a variety of back office systems to maximise the potential benefits of the new system.
Graham Technology will provide both the software platform as well as the implementation expertise to develop and integrate the application within the ENERGEX environment.
This latest win by Graham Technology follows its implementation of a sophisticated Customer Management System at ENERGEX in 2001. The GT-X solution went live in November to over 250 call centre agents in Brisbane and Southport, dramatically improving access to customer information to enhance productivity, reduce call lengths and increase customer satisfaction.
Managing Director of Graham Technology Australia, Mairi Graham, said the Sales Capability project was an important win for Graham, endorsing its framework approach to manage process and integration. ENERGEX is a key account for Graham and this new project will strengthen what has already become a great partnership with one of Australias leading utilities.
Customer Process Management is one of the biggest challenges facing businesses today, but it is an area where Graham Technology thrives and has proven success, she said.
GT-X offers considerable flexibility in the way that integration is achieved, with the option to integrate directly to the back end systems or use middleware, depending on the customers requirements. In each case, GT-X acts as a strategic platform across the organisation to underpin business processes and extend the life of its technology investment.
The ENERGEX decision also accords with research by Gartner which suggests that the framework approach is the way of the future for successful Customer Relationship Management (CRM) implementations. Graham Technology is the global leader in applying this approach with successful implementations at Scottish Power (UK/US), ENERGEX (Australia), British Telecom (UK), MBF (Australia) and Great Universal Stores (UK), among others.
ENDS
About Graham Technology
Graham Technology is the only provider of true, multi-channel customer-facing solutions that enable organisations to handle complex business processes and integration challenges.
With over 15 years of global experience in Financial Services, Retail, Utilities and Telcos, Graham Technology has 100 percent success record for delivering customer systems to companies such as MBF, ENERGEX, British Telecom, Scottish Power, Prudential Bank, Allied Irish Bank, and Great Universal Stores.
Its flagship product, GT-X, provides a platform-independent framework for business processes to be rapidly developed, modified and deployed across multiple channels, with a strong focus on integration. The flexibility and scalability of this future-proof product allow business processes to be easily changed using GT-X as a platform for growth..
With a commitment of 30 percent investment in R&D, Graham Technology continues to push back the boundaries in the development of technological solutions.
The Scotland-based software company won the contract despite strong competition from PeopleSoft and Siebel, cementing its position as a strategic platform supplier to ENERGEX after an earlier Customer Management project win.
A Top 100 Australian company, ENERGEX retails and distributes electricity, natural gas, liquid petroleum gas (LPG) and a range of value-added products to over 1.1 million customers throughout Australia, New Zealand and parts of Asia.
ENERGEXs General Manager, Shared Services, Peter Weaver, said the GT-X solution will give ENERGEX greater scope to differentiate itself.
Graham Technologys framework gives us a strategic platform that will integrate with key operational systems to effectively support and enhance our business processes. This approach not only ensures rapid application development of the Sales Capability functionality we need, but also delivers far more flexibility than would be possible with a packaged solution, he said. Importantly it also integrates with our newly implemented GTX Call Centre Systems.
In a market defined by increasing competition and aggregation, customer service is a key differentiator and essential to winning customer loyalty. GT-X enables us to flexibly re-engineer our business processes to underpin our customer sales and service strategy.
To be based within its call centre, the ENERGEX Sales Capability solution will equip staff to conduct inbound and outbound sales campaigns to both existing and prospective customers. It will function seamlessly within the organisations customer service operation and will be closely integrated with a variety of back office systems to maximise the potential benefits of the new system.
Graham Technology will provide both the software platform as well as the implementation expertise to develop and integrate the application within the ENERGEX environment.
This latest win by Graham Technology follows its implementation of a sophisticated Customer Management System at ENERGEX in 2001. The GT-X solution went live in November to over 250 call centre agents in Brisbane and Southport, dramatically improving access to customer information to enhance productivity, reduce call lengths and increase customer satisfaction.
Managing Director of Graham Technology Australia, Mairi Graham, said the Sales Capability project was an important win for Graham, endorsing its framework approach to manage process and integration. ENERGEX is a key account for Graham and this new project will strengthen what has already become a great partnership with one of Australias leading utilities.
Customer Process Management is one of the biggest challenges facing businesses today, but it is an area where Graham Technology thrives and has proven success, she said.
GT-X offers considerable flexibility in the way that integration is achieved, with the option to integrate directly to the back end systems or use middleware, depending on the customers requirements. In each case, GT-X acts as a strategic platform across the organisation to underpin business processes and extend the life of its technology investment.
The ENERGEX decision also accords with research by Gartner which suggests that the framework approach is the way of the future for successful Customer Relationship Management (CRM) implementations. Graham Technology is the global leader in applying this approach with successful implementations at Scottish Power (UK/US), ENERGEX (Australia), British Telecom (UK), MBF (Australia) and Great Universal Stores (UK), among others.
ENDS
About Graham Technology
Graham Technology is the only provider of true, multi-channel customer-facing solutions that enable organisations to handle complex business processes and integration challenges.
With over 15 years of global experience in Financial Services, Retail, Utilities and Telcos, Graham Technology has 100 percent success record for delivering customer systems to companies such as MBF, ENERGEX, British Telecom, Scottish Power, Prudential Bank, Allied Irish Bank, and Great Universal Stores.
Its flagship product, GT-X, provides a platform-independent framework for business processes to be rapidly developed, modified and deployed across multiple channels, with a strong focus on integration. The flexibility and scalability of this future-proof product allow business processes to be easily changed using GT-X as a platform for growth..
With a commitment of 30 percent investment in R&D, Graham Technology continues to push back the boundaries in the development of technological solutions.