Selecting and Implementing a New Utility Billing System (CIS):
What I Wish I Knew Before I Embarked on a CIS Project
The Course
Embarking on a journey to overhaul your current Customer Information System (CIS) can feel like navigating through uncharted waters. Our unique course is designed to equip utility professionals with the vital compass of knowledge needed to select and implement a new billing system effectively. Dive deep into the dos and don'ts of CIS deployment, from understanding your organization's specific needs to evaluating the vast sea of vendors. We'll provide you with a treasure map of best practices that take you step-by-step through the process of procurement, data migration, testing, and go-live strategies, ensuring a smooth transition every step of the way.
But it's not just theoretical knowledge we offer; the course is enriched with a wealth of lessons learned from real-world experiences. You'll hear from experts who have weathered the storms of system integration and have come out on the other side with insights to share. By the end of this course, you'll not only be aware of the potential pitfalls and how to avoid them, but you'll also be well-armed to deliver a billing system that can handle the demands of customers in the digital age – supportive of both your team's efficiency and the satisfaction of your customers. Whether you're at the helm of a small municipal utility or a large-scale operation, this knowledge could be the beacon that guides your company's future successes.
What you will learn
When crafting this course, I drew upon years of hands-on experience with various Customer Information Systems (CIS) and the practical insights that only come from real-world implementations. I've carefully curated the content to ensure it's digestible for a beginner, focusing on the nuts and bolts of the process while also peppering in case studies and insights that you're unlikely to find in the pages of a manual. This approach guarantees that, by the end of our time together, you will have a foundational understanding of choosing the right CIS for your needs and the knowledge to navigate the complexities of its implementation. It's all about providing you with a clear road map; you'll leave this course with actionable skills and a solid grasp of the common pitfalls and how to avoid them. I emphasize clarity and organization throughout, making it easier for you to keep track of the key principles and apply them to your own projects with confidence.
Curriculum
About Your Trainer: John Hoggard
John is an award-winning global expert in managing large, complex Customer Information System (CIS) projects, renowned for his no-nonsense approach to CIS assessments, vendor selection, and project management. With extensive experience in the utility sector, John has trained and certified over 700 professionals from more than 200 companies, utilities, and public agencies across the globe.
John has played a pivotal role in selecting and procuring over $300 million worth of customer experience technologies, including advanced CIS solutions, CCM (Customer Communications Management), CRM systems, and smart city/grid technologies. His expertise in CIS project management ensures that implementations are seamless, on-budget, and meet the highest standards of performance.
A sought-after speaker and advisor, John is frequently featured in trade magazines and industry conferences for his objective and insightful perspectives on technology and project management. His book, "The Utility CX Handbook," is widely regarded as a seminal work in the field, reflecting his deep understanding of what it takes to achieve a successful CIS project.
John’s commitment to delivering practical, vendor-neutral advice is complemented by his recognition as a recipient of the United States Department of Energy (DOE) National Award Program. His previous role as a Senior Energy/Utilities Advisor to a U.S. Secretary of Commerce and his academic background in Mechanical Engineering further underscore his expertise and dedication to advancing utility customer experience strategies.
Passionate about ensuring success across all levels, John excels in collaborating with management teams and working directly with customer service representatives to drive excellence in every CIS project.
Comprehensive
A Thorough Overview of Finding and Integrating Robust CIS Solutions
Insightful
Expert Tips on Navigating the CIS Selection and Deployment Process
Strategic
Mastering the Art of Effective Utility Billing System Upgrades