EDF Energy improves customer servicer with SAP CRM

EDF Energy's household and small business customers requiring new connections or service alterations are to benefit...

EDF Energy's household 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 outsourcer Capgemini.

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."

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