Are You Watching Your Key Accounts? Anthony C. Cannon Assistant General Manager/COO Greenville Utilities Commission October 27, 2009 Keeping a Watchful Eye.. About GUCAbout GUC Team ApproachTeam Approach Data AnalysisData Analysis Relationship ManagementRelationship Management Industrial / Manufacturing Base 9% of Workforce 14% Utility Consumption 11% Utility Revenues Hub for Regional Health Care 22% of Workforce 9% Utility Consumption 8% Utility Revenues Education Center 15% of Workforce 8% Utility Consumption 7% Utility Revenues A One-Stop Shop Electric Electric WastewaterWastewater Natural Gas Water Water ElectricElectric Quick Facts 63,000 connections City/75% Pitt Co. Purchased power 1.5 billion kWh Water Quick Facts 34,000 customer connections WTP 22.5 mgd capacity Deep wells 2 mgd Average treatment 10.8 mgd Maximum daily usage 16.2 mgd 618 miles of pipeline Wastewater Quick Facts 27,500 customer connections City/adjacent areas WWTP 17.5 mgd capacity Average 8.9 mgd 464 miles of pipeline Quick Facts 22,000 customer connections 1,016 miles of pipeline Purchased gas LNG Natural Gas What is a Key Account to GUC? Any customer that can impact the utility system Usage Revenue Demand/Operations Politically What is a Key Account? Partnering With Key Accounts Commercial, Industrial & Institutional Customers Mutual Benefits Profitability & Sustainability Key Relationships Provide Support & Assistance New Installation Work Orders Keeping a Watchful Eye.. Team Approach Data Sharing & Analysis Relationship Management A Team Approach GUC Key Accounts Team Keeping a Watchful Eye.. Team Approach Data Sharing & Analysis Relationship Management ata Sharing & Analysis D ata Sharing & Analysis Days Sales Outstanding January 2004 July 2009 Accounts Receivable Past Due January 2004 July 2009 Keeping a Watchful Eye.. Team Approach Data Sharing & Analysis Relationship Management Spend time with your key accounts Communicate Share information Dont react prematurely Relationship Management Keeping a Watchful Eye.. Team Approach Data Sharing & Analysis Relationship Management Are You Watching Your Key Accounts? Anthony C. Cannon Assistant General Manager/COO Greenville Utilities Commission October 27, 2009