CASE STUDY
A highly featured debt management process
was set-up to effectively manage defaulting
customers’ overdue bills and keep customers
well informed about the overdue payments
through multiple communication channels
like letters, emails and SMS etc.
Appropriate reports were developed on
collection management to keep managers
informed about the collection status and
outstanding debt, based on different
customer categories. All these resulted
in improving the collection process
by introducing an effective collection
management system and thereby reducing
the outstanding debt from the subscribers to
the minimum.
Required interfaces were also developed to
share data seamlessly across systems with
necessary security and validations. This
helped the business in reducing the manual
intervention and interrogation of data and
there by achieving improved data quality
and reliability.
Several online payment channels were
opened to the customers to facilitate
payments at a convenient time of day.
Customers were given options to make online
payments via portals, banks, kiosks and other
government web sites. The CC& B Solution
was integrated with external applications for
both the distribution companies.
National ID, and Government sites were
successfully implemented to manage
customer services efficiently.
All these applications were developed
using the latest technologies on .Net
and Sharepoint with supporting back-
end technology components from the
Oracle Corporation. A state-of-the-art
24/7 call centre was set-up with access
to online ‘360 degree’ customer data,
facilitating service centre staff to effectively
communicate with customers with the very
latest information.
The call centre staff were able to provide
the right information to their customers and
resolve their queries on time over a phone in
the majority of cases.
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management of customer services was also
operated more efficiently.
The set-up of 20 bill cycles and accounts were
operationally divided into different bill cycles,
resulting in a proper and balanced distribution
of work load in terms of meter reading,
generating, printing and dispatch of bills.
The system created a significant increase
in revenue as the billing system was able
to generate and dispatch bills for all utility
customers on time.
The work done by the field operations staff
was greatly benefited by the distribution
of the metre read routes and aligning
them with bill cycles to ensure that bills
are produced with correct readings and bill
amounts. This contributed to significant
improvements in terms of customer
satisfaction and operational efficiency.
As a result of the system there has been
a reduced number of customer visits to
the branches for basic services because of
the state-of the-art 24/7 call centre and
enhanced customer service and business
operations – which has been termed a ‘One
Stop Shop’ for customer services.
Benefits The system has been configured easily
to meet unique needs, minimising
customisations across 25 branches in Al Ain
and Abu Dhabi regions and scaling from a
few thousand customers to many millions.
The system successfully implemented the
first Arabised version of a Customer Care
and Billing System in the region – with the
Arabisation of all fields and labels. It has enabled 1280 staff to deliver superior
customer service through its 45 stores and
supported prebuilt integrations in the Oracle
Utilities suite.
The change management process was also
successfully managed. Cohesion between
processes was improved and processing
time for customer services reduced. The The system also has an intuitive user
interface and automated workflow and
processes resulting in less time being taken
from the billing process to bills being paid. n
THE SYSTEM SUCCESSFULLY
IMPLEMENTED THE FIRST ARABISED
VERSION OF A CUSTOMER CARE AND
BILLING SYSTEM IN THE REGION.
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