IT firm HCL Technologies today said it has bagged a contract from Direct Energy, a North American energy services firm, to implement and manage residential billing and customer care operations.
Under the agreement, HCL Technologies will implement and manage residential billing and customer care operations of Direct Energy in the Alberta market, HCL Technologies said in a statement.
HCL will also provide infrastructure hosting, application management and business process services, it added.
The outcome-based deal includes efficiencies gained through customer-focused self-service channels.
This will enhance delivery on current and future customer expectations, while providing new capabilities to strengthen customer retention and acquisition, it said.
In addition, optimisation initiatives are expected to reduce overall operating costs for Direct Energy.
“In the Alberta market, regulators and customers seek enhanced service standards. With HCL, we have a provider who understands the complexities of our business with a record of running large scale retail business operations in such markets,” Direct Energy Residential President, Steven Murray said.