Strategy: Reduce operating costs whilst maintaining service quality and appropriately managing our business risks. As Australia’s largest energy retailer, AGL has seized the opportunity to achieve operating economies of scale and position itself as the lowest cost retailer. We are investing close to $100 million in the Phoenix change program that will deliver a significant and permanent reduction in our operating cost base whilst improving the quality and reliability of our customer information.  
 
Highlights 2006/2007
Performance 2006/2007
Actions 2007/2008

The first customer data migration to our new Customer Relationship Management system will occur in late 2007 and will be completed progressively over an 18 month period. It is anticipated that customers will not experience any disruption during the migration process.

 

Better information is a key ingredient for providing our customers with improved standards of service. We will be able to offer a wider range of products tailored to suit our customers’ requirements, deal with customer enquiries faster and more accurately and provide smoother transfer, billing and payment services.

 

 

  

In addition to reducing our cost base, benefits to AGL include improved revenue protection, higher levels of customer retention and more accurate demand forecasting, lowering the cost and risk of managing our energy purchases.