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Facing utility deregulation and a range of potential new competitors, TXU Energy needed to differentiate itself, while also building stronger relationships with its customers. The company, which is the largest provider of electricity and natural gas services in the state of Texas, also was looking for ways to reduce operating costs. TXU Energy decided to target e-billing to help meet these objectives because it saw that a large percentage of its customer service calls each month involved billing questions. TXU Energy ultimately looked to Siebel applications from Oracle. The Siebel CRM Self Service and Siebel eBilling & Payment applications have become the centerpiece of TXU's corporate Web site, enabling the company to better serve its 2.7 million customers and gain new efficiencies.

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