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Hcl implements a sap enabled transformation program for a large de regulated utility
 

Hcl implements a sap enabled transformation program for a large de regulated utility

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    Hcl implements a sap enabled transformation program for a large de regulated utility Hcl implements a sap enabled transformation program for a large de regulated utility Presentation Transcript

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    • HCL implements a SAP enabled transformation program for a large de-regulated utility
      • Our client is a US based retail electricity provider, headquartered in Dallas, serving the state of Texas. It serves 2.4 million residential and commercial electricity customers operating in the deregulated market of Texas
      • The company approached HCL to provide a SAP enabled transformation program to re-engineer its utility customer services, billing and back office processes
      BACKGROUND CHALLENGES / OBJECTIVES SNAPSHOT
      • Vertical: Energy & Utilities
      • Service Offerings: Programme / Project Management, Common Design , Change Management, Core Design/Build, Offshore Development, Testing, Roll-out and Support
      • Technologies: SAP ERP 6.0 (IS-U 2005), CRM 5.0 and BI7, Works Orders, Telephony and IVR Integration, Customer Web Self Service, Partner Portal, Enterprise Content Management, 20 + key interfaces
      • Complexity of delivering a major business transformation project involving re-engineering of utility customer services, billing, and back office processes
      • Lack of integrated business processes - three separate billing solutions with limited functionality in the legacy systems
      • Inability to rapidly respond to increasingly dynamic market conditions
      • Reduced management performance due to unavailability of up to date information
      • Poor call center performance because of limited integration
      • Limited web, chat, and IVR self service capabilities
      • HCL AXON is the prime contractor, delivering the project in a fully outsourced IT environment. This is a large transformational and integrated Customer Care & Billing, and Enterprise Asset Management & Back Office utilities program. The latest version of SAP, including advanced CRM, IVR and Web Enabled Customer Self Service and Business Planning is used, and the solution provides processes based on the latest SAP functionality:
      • CRM & Billing – Including customer account management, billing, self service customer account management, IVR integration, marketing/campaign management and a sophisticated reporting suite based on SAP Business Intelligence
      • Enterprise Asset Management – The solution includes service order processing and customer meter reading integration with the wider Texas market
      • Reporting – SAP data warehouse consolidates data from a number of sources, and includes full regulatory reporting to the Public Utility Commission of Texas
      RESULTS / BENEFITS THE SOLUTION
      • On-track to deliver benefits in excess of $320 million across identified ‘Value Drivers’
      • Increase in customer acquisition – targeted and dynamic offer presentation combined with closed-loop marketing
      • Reduction in revenue leakage – automation of complex LCI billing, removal of manual bill processing
      • Increase in customer retention – cross and up-sell capabilities, service differentiation by customer value
      • Reduction in cost to serve – increased IVR and web self-service functionality and completion rates
      • Improvement in cash-flow – reduction in days-to-bill for LCI customers, reduction in days to first bill for all customers
      • Reduction in IT spend – consolidation of systems landscape towards SAP, applications management
      • Increase in share of wallet – platform delivered for marketing and sales fulfilment of ‘Value Added Products and Services’
      CUSTOMER TESTIMONIAL “ HCL AXON has demonstrated time after time, successful delivery of SAP for Utilities organizations. HCL AXON delivered one of the best teams I could ever have anticipated.” - VP, Client’s Organization
    • Hello, I’m from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use digital engineering to build superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right now, 80,000 of us bright sparks are busy developing solutions for 500 customers in 31 countries across the world. How can I help you? www.hcltech.com