January 28, 2015
Accenture Announces Extension to Enbridge Gas Distribution’s Customer Care Business Process Outsourcing Agreement
TORONTO; Jan. 28, 2015 – Accenture (NYSE: ACN) today announced an agreement extension with Enbridge Gas Distribution Inc. (Enbridge) to continue providing business process outsourcing (BPO) services for Enbridge’s customer care operations. The original agreement, which began in 2007, has now been extended twice, this time for two years through 2019, building on the companies’ successful business relationship in providing customer service to more than two million Enbridge customers.
The customer care BPO contract extension includes enhanced strategic and operational services. Enbridge and Accenture will collaborate to jointly identify and develop innovations to drive improvements in customer service. Accenture will also leverage its utilities digital capability to help Enbridge achieve improvements in customer satisfaction and the overall customer experience, first call resolution to customer inquiries, and support of Enbridge customers who are taking advantage of electronic billing, new interaction channels and demand-side management options.
“This agreement is a win for Enbridge, Accenture and our customers as the expected strategic and operational benefits will help us meet aggressive targets for greater customer satisfaction and experience,” said Jamie Milner, vice president, Market Development and Customer Care, Enbridge.
“Digital technology opens up a range of new opportunities to better serve Enbridge customers,” said Brian Martin, Accenture managing director and client account lead for Enbridge. “Some potential key areas of focus include opening new channels for customers to interact with Enbridge through text, email, web, mobile, enhanced e-bill and self-serve opportunities.
“We believe this extension further assists Enbridge in achieving its strategic and operational goals for customer service and defines the relationship we have forged. Together, we have improved the overall Enbridge customer experience, and now we have the opportunity to meet changing customer demands with services and technology that will provide an even better customer experience.”
Accenture is a global management consulting, technology services and outsourcing company, with approximately 319,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$30.0 billion for the fiscal year ended Aug. 31, 2014. Its home page is www.accenture.com.
About Enbridge Gas Distribution
Enbridge Gas Distribution Inc. has a more than 160-year history and is Canada’s largest natural gas distribution company. It is owned by Enbridge Inc., a Canadian-based leader in energy transportation and distribution and one of the 2013 Global 100 Most Sustainable Corporations. Enbridge Inc. has been selected as one of Canada’s Greenest Employers for 2013 and is one of Canada’s Top 100 Employers. Enbridge Gas Distribution and its affiliates distribute natural gas to two million customers in Ontario, Quebec, New York State and New Brunswick. For more information, visit www.enbridgegas.com or follow us on Twitter @EnbridgeGasNews.
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