E-billing at British Gas

British Gas has begun e-mailing bills to customers in the first stage of the company's ambitious plan to process one million...

British Gas has begun e-mailing bills to customers in the first stage of the company's ambitious plan to process one million customers via online billing by 2005.

British Gas, which sends out more than 70 million paper bills every year, will be able to boost customer service as well as cut costs and increase internal efficiency by using e-billing, said Avivah Litam, an analyst at Gartner.

"Internet billing and payment reduces costs and drives economies and savings to a company's bottom line," she said. "By looking at only cost savings, however, a biller can forget that e-billing generates significant business value for a company by enabling it to deliver superior and efficient customer service."

The move comes as utility companies are facing increasing pressure from Ofgem to improve the efficiency of billing processes.

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