Vitria M3O Lights Up TXU Energy's Customer Service

Operational Intelligence Capabilities Provide Integrated View into Service Enrollment Performance

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Aug 09, 2010, 08:00 ET

SUNNYVALE, Calif., Aug. 9 /PRNewswire/ -- Vitria Technology, Inc., today announced that TXU Energy, a market-leading Texas retail energy provider (REP), has selected Vitria's M3O Operational Intelligence (OI) platform to enhance customer service.

With more than 2 million electricity customers in Texas, delivering an exceptional customer experience is crucial to TXU Energy's ability to compete in the retail power market. Vitria M3O provides TXU Energy with real-time, dynamic intelligence on the state of critical processes (i.e., enrollments, transfers) so it can proactively identify and remediate situations that could adversely impact the customer.

"Customer service is crucial to maintaining our position as the leading energy company in the highly competitive Texas market," said Kevin Chase, chief information officer at TXU Energy. "Vitria provides an integrated suite in which all components work well together to deliver real-time visibility across our internal information systems, identifying potential service delivery issues, and allowing us to take corrective action before our customers are impacted."

TXU Energy initially is utilizing Vitria M3O to monitor and manage the end-to-end enrollment process, assessing in real time its performance in areas such as new service initiation, change of service requests and contract terminations. TXU Energy anticipates Vitria's Operational Intelligence solution will enable it to reduce errors and eliminate costs from this process.

Sendero Business Services, a Dallas-based management and technology services consulting company and a winner of the U.S. Chamber 2010 Blue Ribbon Small Business Awards, partnered with Vitria to deliver a tailored M3O solution designed to improve the customer care process and provide substantial cost savings within weeks of full deployment.

"Vitria M3O and Sendero won TXU Energy's business by developing and executing an application that allowed the company to monitor and manage the customer move-in process, generating immediate bottom-line benefits by resolving process errors," said JoMei Chang, Vitria CEO & Co-Founder. "We proved the power of Operational Intelligence to deliver real-time information that empowers people to make better decisions more quickly and we look forward to working with TXU Energy to expand Operational Intelligence capabilities throughout the organization."

M3O provides a complete, integrated platform for OI applications enabling decision-makers to respond rapidly to changing business conditions in real time, and increase operational efficiencies and overall responsiveness.

About Vitria

Vitria Technology, Inc. (www.vitria.com) provides the industry's leading Operational Intelligence platform, empowering partners and customers to develop innovative Operational Intelligence solutions to analyze business activities in-process and take real-time action. The result is better decisions when they matter most - before opportunities have faded or problems have escalated. With a rich heritage as a technology pioneer, Vitria's award-winning process integration solutions provide the backbone for many Global 2000 companies' mission-critical business processes. Vitria has customers in North America, South America, Europe, Asia, and Australia

SOURCE Vitria Technology, Inc.