EDF
Energy'shousehold and small business
customers requiring new connections or service alterations are to
benefit from a streamlined service, following the deployment of a
new SAP system managed in collaboration with outsourcerCapgemini.
The energy firm has rolled out an IT solution to cut down on the
administrative time and paperwork needed to provide quotes for
customers requiring a new connection or an alteration to their
service.
The company chose a tailor-made system from Capgemini. Customers
can now receive instant quotations and are able to agree a date for
work to be carried out at the time of the initial site survey.
They are also now able to pay for the work straight away by
credit or debit card, and benefit from reduced paperwork, since the
new system involves paperless or largely paper-free processes.
EDF Energy technicians and service staff access the system using
portable computers to enable them to confirm details of work
needed, give instant quotes with dates and prices, and provide
customers with up-to-date information on the progress of each
individual job.
This type of service is the first in the industry and is being
evaluated by other power distribution companies, said EDF.
The system is based on the latest SAP CRM and SAP Portal
software. Capgemini was responsible for designing and building the
SAP-based solution using its Rightshore delivery model, which
requires onshore and offshore IT staff.
The system is being used by EDF Energy's Networks Branch, which
carries out 30,000 connections for domestic and small business
customers per year. It supplies power to 7.8 million homes and
businesses in London, the east of England and the south east.
Nigel Stevens, EDF Energy managing director of business
improvement and technology, said, "The operational model we've
developed gives us efficiency and flexibility around the IT and
business change projects we do, and this is a clear example of our
model working successfully. This project will deliver significant
benefits both to the customer and to EDF Energy."
Amdoc CRM integrates db2 >>
Oracle provides access security for Siebel CRM platform
>>