Delivering unified customer service and seamless experience to the customers of an acquired entity

Client

A leading energy retailer across electricity, gas, and centralized services.

Business objectives

Our client made a strategic decision to grow their energy business by acquiring a company, which was providing in-building solutions to multi-tenant developments. This acquisition offered a great opportunity - a sizable customer base, a strong pipeline for future growth, and a significant boost to the client’s embedded network business. As a part of the acquisition, the client wanted to integrate the acquired entity’s business and customers into their leading-edge SAP business platform, by migrating data from their customer management, billing, and financial systems, into SAP IS-U and CRM systems.

The primary business objective was to reduce the cost of running a legacy system. The objective for the client was to complete the customer migration within six months.

How Wipro delivered client success

Wipro was responsible for end-to-end solution delivery, including data migration, and played a crucial role in integrating the acquired entity’s customers into the client’s platform. Here is a breakdown of our approach:

Wipro defined an aggressive data migration strategy across master data and associated transactional attributes, for 55,000 customers, within six months and with only two trial conversions.

Delivering unified customer service and seamless experience to the customers of an acquired entity

Developed a migration solution and reconciliation framework by utilizing existing business as usual (BAU) business processes and ETL tools (SAP BODS and EMIGALL), thereby reducing cost and timeline to build the solution.
Designed the unique solution to leverage existing BAU solutions, interfaces, and business processes to migrate a new customer into the SAP landscape instead of using the traditional ETL approach for all business objects.
Established a Data Governance Forum to define and manage data anomalies and business rules.
Profiled the legacy data against 150+ business rules and ensured that data failures were reported and remediated in legacy systems, to achieve a better-quality target data set.
Implemented Single Customer View, SAP Solution, Interface Solution, and supporting testing phases, including a single go-live strategy.
Established an automated technology and business reconciliation framework to ensure high data quality and accuracy as part of data migration.
Introduced a unique testing strategy, including bill verification, to validate if bills generated from the client’s system aligned with their legacy systems.

Benefit delivered

Wipro executed end-to-end implementation and data migration within budget and timeline (approximately 20 weeks) and delivered utmost quality and accuracy.
99.89% of customers migrated successfully with a big-bang go-live and zero business disruptions.
The outcome was in line with the client’s M&A strategy, business objectives, time to market, and regulatory announcements.
Sunsetting of legacy systems to improve operational efficiency cost well within their budget and was completed within the planned period, thereby reducing TCO. It also included transition or rebadging of employees from the newly acquired entity into the client’s business.
With the implementation of a single customer view, the client could offer their unique customer experiences to recently migrated customers.

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Service Offerings

Client Themes

Client Themes

Delivering unified customer service and seamless experience to the customers of an acquired entity

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