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Yankee Makes Customer Service Upgrade

Yankee Makes Customer Service Upgrade

Yankee Gas Services Co. inaugurated its new customer and billing service this week, completing a process begun in collaboration with IBM two years ago. Yankee said the system will enhance customer service, improve efficiency and is Y2K ready. The company would not release the cost of the new system.

"This new system is strategically important to Yankee Gas and was an attractive feature to Northeast Utilities during merger talks," said Charles Gooley, CEO of Yankee Gas' parent company, Yankee Energy System. "Our old system may have been adequate 10 years ago, but it is obsolete in today's changing energy environment."

The new system features the ability to handle unbundling of residential energy customers, in anticipation of future developments in the state of Connecticut. It will support all of Yankee's business processes including order processing, meter reading, billing, payment processing, credit and collections and accounting functions. It will also be able to handle third party notifications and Yankee's budget payment plan.

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