-
This was a 3-month project that we delivered for the Customer Care department of a large utility.
The main drivers of the project were improved customer satsifaction and optimized costs.
We worked with our customer to develop a strategy and roadmap for delivery of customer care operations in the future. The deliverables included recommendations on which functions to outsource or repatriate back in-house.
-
This was a project we delivered for the Customer Care department of a utility company.
The output was documentation of over 100 processes used within the organization for delivery of various customer care functions, including customer contact, billing, payments, credit and collections. This documentation set the foundation to identify and design various refinements to improve customer service and reduce inefficiencies.
As part of the project, we facilitated sessions with a wide range of people, including in-house teams and external service providers.
-
These were two separate, but similar projects that we delivered for the Demand Side Management departments of two energy distribution companies.
The output was a vision and defensible roadmap for evolution of IT systems to support planning and delivery of conservation programs. The main driver was to understand the opportunities to use technology to drive better results, and to develop a prudent plan for modernizing the existing set of systems.
Our work on the project involved working with the Demand Side Management and IT departments to understand future business needs, identify current gaps, identify potential solutions, and determine the estimated costs and plan to execute the recommended solutions.
-
This was a project we delivered for a mid-sized energy distribution utility company.
The output was essentially a business case for the replacement of the legacy CIS system.
As part of the project. we worked with the Customer Care and IT departments of the organization to assess the gaps in their legacy CIS and CRM systems, establish future requirements, compare replace versus upgrade options, and put together an implementation plan and estimate for replacement.
-
This was a project that we delivered for the Customer Care department of our utility client.
Using data analysis and cause-effect modeling techniques, this project diagnosed the key causes that were contributing to unsettled billing account balances and bad debt. This analysis helped shine the light on real versus perceived issues, and to plug various process gaps.
The project involved extracting and manipulating large volumes of data, applying analytic algorithms, and interpreting the results of the data analysis to develop various business process recommendations that addressed the issues.
