Traditionally, utilities have had little experience with competition or strategies for winning new customers. Consolidation and globalization have changed that, as the industry transforms into a more dynamic market-driven environment with fewer, larger companies.

Deregulation has opened up new opportunities and new threats, forcing utilities to expand their focus from simply providing energy, to rethink their strategies and align them more closely with customer needs. Utility providers are therefore renewing activity directed at improvements in operations, use of information technology and automation of business processes. Additionally, more cross-functional business processes and customer service-focused solutions are being introduced to improve operational efficiency and maintain and expand the customer base.

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