Customer Engagement & Operations

New technology is enhancing how customers use, manage and pay for services.

Customer Engagement & Operations

Our customer engagement and operations projects, including program design and utility billing and customer information systems, have benefited more than 130 million customers worldwide. 

Utilities are under increasing pressure to show customers value for rates paid and enhance customer engagement and participation in various conservation, demand response and/or energy efficiency programs.

Black & Veatch works with utilities to maximize their distribution automation and smart grid investments through tailored, customer-focused programs and technology solutions.

Our clients improve their return on investment and overall customer satisfaction through programs that provide information, choice and the ability to better manage energy use through:

  • Demand-side management system design and architecture.
  • Digital strategy.
  • Design and implementation of a mobile customer experience.
  • Customer segmentation and retail program design.
  • System selection, integration and implementation.
  • Program implementation.

Customer Information Systems

The success and ability to grow and enhance customer programs hinges largely on a modern customer information system (CIS). For system integration and implementation, we are a certified Oracle® implementation partner and the first Oracle Partner Network member to earn Specialized status in North America.

Our exclusive focus on utility CIS programs has enabled us to develop our CLARITY® toolset that provides transparency, reduces program risk and complexity, overall project timeline and confidence through project go-live and optimization. Our tools, specialized utility experience and customer focus are the reasons why Black & Veatch has a 100 percent client satisfaction rating for our Oracle Customer Care & Billing implementation, system integration, program management and rescue projects.


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