When Puget Power & Light and Washington Natural Gas merged to form Puget Sound Energy (PSE) in 1997, the new company faced substantial challenges surrounding its existing CIS technology. Not only were there two completely separate billing and customer care systems handling the natural gas and electric accounts, but the technology was incapable of handling the new demands the company faced as a result of the merger.
The newly merged energy provider needed to replace two legacy systems with a comprehensive billing and customer care solution capable of serving two million gas and electric customers. Moreover, they wanted a CIS that could take their business into the future and ready them for a future of deregulation and growing customer expectations.
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