Accenture Announces Extension to Enbridge Gas Distribution’s Customer Care Business Process Outsourcing Agreement

PRESS RELEASE: Accenture 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.

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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.”