Mike Ligett, Director of Market and Energy Services

Progress Energy is a Fortune 250 vertically integrated electric utility company with more than 22,000 megawatts of generation capacity. The company’s holdings include two electric utilities serving approximately 3 million customers in North Carolina, South Carolina, and Florida. The company is the 2006 recipient of the Edison Electric Institute’s Edison Award, the industry’s highest honor in recognition of its operational excellence. In 2005, the company also received the prestigious J.D. Power and Associates Founder’s Award for dedication, commitment, and sustained improvement in customer service.

Progress Energy implemented Oracle’s Siebel EasyPay and Siebel eBilling Manager solutions to create a consolidated and feature-rich electronic billing and payment platform that lowers transaction costs and enhances customer service. The results have been:-

• Simplified enrollment in Progress Energy’s electronic bill presentation and payment program and expanded on-line functionality, enhancing customer service and satisfaction
• Increased customer enrollment in Progress Energy’s electronic billing program by 50% only 13 months after deployment of the new platform
• Enabled Progress Energy to save $520,000 annually in payment processing costs and $720,000 annually in paper and printing costs - Achieved return on investment (ROI) within one year
• Provided an 85% reduction in customer support requirements via an e-mail channel