Centrica branches out into CRM

NEWS Centrica has purchased a CRM package to help service its customers as it transforms itself from a utility into a broader customer services group. Centrica formerly dealt only in gas, but now incorporates the Automobile Association, British Gas, the Goldfish credit card business and Scottish Gas. The CRM software, Protagona, was purchased from the Birmingham-based Recognition Systems Group, and will be implemented by Logica. Centrica was part of British Gas plc until February 1997, when it was spun off to handle domestic gas supply in England, Wales and Scotland.