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Cognera Pioneers SaaS Customer Care Solution for Utilities

Cognera, a leading provider of next generation billing and customer management tools, announced today the importance of adapting the Software-as-a-Service (SaaS) model for the utilities industry. Widely accepted in industries outside utilities, like telecom and financial services, the SaaS model has governed a reputation for helping businesses quickly adapt to evolving industry requirements and technology demands without large scale infrastructure investments.

SaaS also challenges the traditional outsourcing model by enabling utilities to not only keep their existing customer support staff, but empower them.

“It is no secret that many utilities are cautiously awaiting direction and regulation from Washington regarding technology upgrades, particularly in the area of helping consumers understand behavioral best practices for cleaner energy consumption,” said Frank Hoogendoorn, Executive Vice President of Business Solutions for Cognera. “We are offering a solution to small to medium sized utilities who are not dealing with large capital upgrade budgets, but are equally concerned with meeting technology requirements.”

SaaS for Customer Care

SaaS is popularly known for its ability to enable immediate access to very secure data at a greatly reduced cost. In fact, according to Gartner, “Software-as-a-service (SaaS) offerings are emerging as important security tools, especially for cost-sensitive and highly distributed business and computing environments.” * Customer care has always been a black and white area, where utilities are forced to make investment decisions between an in in-house software development or outsource their processes to a large provider. Cognera’s SaaS solution offers a happy gray area that leverages outside expertise, but puts the control in the hands of the utility.

Benefits of the SaaS Model include:

  • Lower Cost to Implement and Operate
  • Reliable Cost Forecasting
  • Easy to Access
  • Increased Security, Reliability and Support
  • Greater Leverage of Core Competencies and Intellectual Assets
  • Continual Technology Enhancements

Users of Cognera’s solution enjoy all the benefits of working in their traditional office environments, but log into a secure site that gives them access to Cognera’s sophisticated array of billing, CIS and CRM solutions.

Cognera will have more information on its SaaS-based billing and customer care solutions at the EMACS conference taking place on October 12-14, 2009 in Atlanta, GA. To schedule a meeting with Cognera, contact Chris Lewis [email protected].

* Gartner, Inc. "Cool Vendors in Software-as-a-Service Security, 2009" by Ray Wagner et al, March 17, 2009

About Cognera Corporation

Cognera provides next generation billing solutions and online services to help clients improve their customer relationships. The company’s deep rooted experience in the energy and utilities industries — in both regulated and deregulated environments — makes the company a natural choice when upgrading legacy systems to meet evolving business, regulatory and technology requirements. For more information, visit www.cognera.com.

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