Accenture announced a customer care services agreement with CustomerWorks Limited Partnership, which is owned by Enbridge Inc. and BC Gas Inc. A new subsidiary of Accenture will assume responsibility for the customer management services for the more than 3.5 million utility customers in Canada served through CustomerWorks Limited Partnership.
To perform the services, Accenture has formed a wholly owned subsidiary, CustomerWorks Inc., which is based in Toronto and Vancouver and has offices in Ontario, New Brunswick and British Columbia. The new company will employ the 1,100 CustomerWorks employees and be responsible for the market development and customer care services.
CustomerWorks Limited Partnership, which will retain the assets, is the exclusive provider of full-service customer management solutions for BC Gas Utility Ltd., Enbridge Consumers Gas, Enbridge Gas New Brunswick and Enbridge Services Inc., which was recently acquired by Centrica.
Mary Tolan, group chief executive of Accenture's Resources Operating Group, said, "Accenture considers CustomerWorks Inc. to be an important building block in a network of outsourced service capabilities offered to the North American utilities market. Accenture is in discussions with utilities across North America regarding the significant value the company sees in the consolidation of the industry's back-office activities, which are fragmented across several hundred individual companies."
Register or login for access to this item and much more
All Information Management content is archived after seven days.
Community members receive:
- All recent and archived articles
- Conference offers and updates
- A full menu of enewsletter options
- Web seminars, white papers, ebooks
Already have an account? Log In
Don't have an account? Register for Free Unlimited Access