Cork-based Irish business process outsourcing company Abtran has won a tendering process with Electric Ireland to extend its contract with the energy utility for another five years and deliver service solutions to its 1.2m customers.
Abtran has been working with Electric Ireland (formerly ESB) since 2004. Under the terms of the new contract, Electric Ireland said Abtran would be working in collaboration with the utility to re-engineer its current service offering through advances in technology, customer analytics and service innovation.
Electric Ireland’s general manager Liam Molloy said the contract would allow the utility to build on its service for customers and to achieve further efficiencies through process improvements and technology.
“Abtran’s bid was the best both in terms of innovation and efficiencies and so offered best value for money,” said Molloy.
Electric Ireland said the contract was awarded following a tendering process, which attracted interest from several national and international outsourcing companies.
Abtran employs more than 1,000 people in Cork and has been in operation since 1997. Its annual turnover is around €40m. Other clients include Sky, eFlow and Aviva Health.
The company, which was co-founded by two brothers, Michael and Ger Fitzgerald, along with Pat Ryan, created 300 new jobs in Cork in 2010 after it made a €3.5m investment in R&D.
Abtran also has a research partnership with the Cork Constraint Computation Centre (4C) at University College Cork. This involves research into advanced technologies and processes for the service industry, including customer data mining and artificial intelligence.