Utility improves customer experience Company Overview Business Challenge FortisBC is Canada’s largest public utility company delivering natural gas, electricity, and innovative energy solutions in more than 135 communities throughout British Columbia. FortisBC owns and operates approximately 49,000 km of natural gas transmission and distribution pipelines and 7 ,260 km of electric transmission and distribution power lines. The natural gas division of FortisBC wanted to start a new Customer Care Enhancement Project that would bring the Customer Relationship and Billing (CR&B) process back in- house to two new contact centers. The project’s aim was to deliver accurate bills to customers on a consistent basis resulting in substantial improvements to customer service. Frans Luit,

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