ESBI Computing helps ESB Independent Energy get closer to its Customers

March 2002

Since 1999 the Irish electricity industry has been undergoing de-regulation and currently over 1,500 Industrial and Commercial companies using over 1 million units of electricity per annum are eligible to choose their energy supplier. ESB Independent Energy (ESBIE), a wholly-owned subsidiary of ESB Group was established in 1999 to compete in this de-regulated market and its main objective is to be the electricity supplier of first choice. ESBIE has built long-term relationships with its customers, founded on offering a tailored energy solution to meet customers individual needs with a premium level of service and competitive prices.

As part of their marketing communications strategy, ESBIE wanted to communicate its range of products and services as well as its customer management philosophy to the liberalised market. In addition, ESBIE wanted to provide a practical and useful electronic billing facility to its customers. ESBIE turned to ESBI Computing, its IT supplier of choice to develop its Internet site with e-commerce capabilities.

Colm de Burca, Billing & Income Manager with ESBIE explains, 'ESBI Computing understood quickly what we wanted. Their background in the energy business and their IT expertise set the project off to a great start. We are very pleased with the outcome. We were one of the first suppliers in the market to develop such a facility and the customer reaction has been very positive. The Internet site allows us to get closer to our customers and provides a means for enhancing and deepening the relationship with our customers. For instance, the Electronic Billing Information Service allows customers to review and monitor energy usage and, in discussions with their dedicated account managers, to devise tailored cost-effective energy solutions. It is our intention in the near future, in conjunction with ESBI Computing, to re-develop our Internet site and we recently extended the Electronic Billing Service to our customers in Northern Ireland'.

ESBI Computing played a significant role in the development of the web-site (www.esbie.ie). The scope of this project included the design, development and implementation of the site for ESBIE which consists of two elements: the first is a public facing section and the second is a secure facility that enables customers to view their energy billing and consumption information on-line.

The public facing section presents ESBIE as a company and focuses on their one-to-one customer philosophy and their range of value-added products and services.

Alan McNamara of ESBI Computing commented "Our Web and E-business division is focused on the development of solutions based around Internet Technologies. I am pleased that the ESBIE web-site is proving to be such a success. We have a great deal of experience and expertise in developing such customised solutions across different business sectors. Working with ESBIE was an exciting experience. They are a young energetic company and by listening to customers they know what information and functionality they should have on their site."

• The second part of the ESBIE web-site allows customers, in a secure and protected way, to access electronic up-to-date information on their energy consumption, demand and cost information. The service enables customers to monitor their energy usage and to interact directly with their dedicated ESBIE Customer Relation Manager. The Customer Relationship Manager is on-hand to offer practical advice on how to manage energy and reduce costs.

ESBIE, together with ESBI Computing, aims to continue to innovate by using information technology to enhance the services it provides to its customers.

More Information :
Ciaran MacDiarmada
Ciaran.macdiarmada@mail.esb.ie
+353-1-7038140