| We scripted synergy between the hottest internet technology and good old legacy systems for a large electricity company in the US |
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| The challenge |
| When utilities merge, it is like any other major project for IT managers. CIOs have to plan it, manage it, deliver the synergy savings and consolidate costs, while still meeting the highest standards of customer satisfaction and operational excellence. We helped with just that and more for one our clients. Our client is one of the United States' lowest-cost electricity producers, with more than a million residential, commercial and industrial electric customers. |
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| The solution |
The Customer Service System (CSS) is the information system used by the client. This system is used to track all customers and billing related data and integrate with other systems such as Work Tracking, SAP Financials, and Human Resource systems to provide current and accurate data. These capabilities in turn aid in identifying market trends and opportunities for growth and development. CSS has over 1000 programs and is used by more than 1000 users, processing 1.5 million customers a day. All billing activities are based on a 21-day billing cycle with regular reports being generated. The primary users are customer call centers, business centers, engineering and operations department, field crews and all levels of management. The CSS with the client is used by the Customer Service representatives (CSRs) to respond to customer calls. In the absence of any workflow, the processes followed by different CSRs varied while answering the same type of call. This led to varied levels of customer service. To address these challenges Wipro and the client initiated a project in April 2000. Some of the critical modules impacted by the project include:
1) Setting up and maintaining Customer Information and Accounts at the call centers,
2) Customer Connects and Disconnects at the call centers,
3) Customer and Site search,
4) Customer credit history inquiry,
5) Online invoice and payment maintenance,
6) Collections processing,
7) Contracts maintenance
8) Work request generation and tracking
After exploring alternative approaches such as screen-scraping, multi-tier architecture, multiple vs. single-function servers, etc., the following design was recommended and implemented ahead of schedule with minimal field errors.
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| The benefits |
| This project was the first large transition initiative triggered by the client post merger, and Wipro's contribution to the project was critical to the success of the initiative. Wipro implemented the project in 7 months and ahead of schedule with minimal field errors. During this period over 120 CSS transactions were successfully re-engineered and tested. The engagement also resulted in reduced cost and effort for the client due to innovative use of tools and checklists by the Wipro team. |
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