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Customer Care Systems (CCS)
Client Issue: Do you need to bring your customer information
solutions up-to-date?
Customer care systems are the lifeblood of any utility. They are the
primary means of circulating customer information throughout the organization
as well as to and from customers. Top tier utilities leverage the latest
advances in customer information system (CIS) processes and technology
to provide up to the minute and easy to understand information. However,
this has left many mid-sized and smaller utilities in a bind. Their efforts
to match larger utilities’ performance and increase productivity with
ongoing adjustments to old and proprietary systems can be expensive,
risky and time consuming. Yet, undertaking a major CIS project is also
risky and the performance problems can linger long after a new CIS is
deployed.
Solution: The Scalable Utilities Template: Leveling the Playing Field
NDS utilizes a CCS-CIS solution that relies on preconfigured software
from SAP’s Scalable Utilities Template — designed around industry
best practices. Working together this solution reduces costs and improves
information availability, while minimizing implementation time
and decreasing risk.
Benefits and Key Components:
Cost Reduction/Efficiency
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Fully scalable solutions that are based on
the advanced processes and technologies being used by the
very largest utilities to reduce overall cost of service
and improve customer service levels. |
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Implementation tools, specific to the utilities industry,
to speed project timelines and reduce project expense. |
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Outsourcing options such as infrastructure hosing, application
maintenance and other operational support services that can
reduce the burden on IT staff. These options can also enhance
ROI by transforming capital expenditures into operating costs. |
Reduced Project Risk
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The system has been created by SAP who understands
the technology and the Utility industry. |
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New Dimension Solutions’ Consulting has deep experience
implementing ERP, customer care and Enterprise Asset Management
systems into utilities of varying sizes. This means challenges
are anticipated and pitfalls are avoided. |
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We have converted our experience from complex large-scale
projects into a template that supports specific client requirements
within a defined set of options. |
Faster Deployment Time
Using the pre-configured template, we can quickly and effectively implement
a system into a client organization.
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No need to slowly re-adjust all of the systems
and processes, because the template guides system implementation
and processes. |
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Its modular structure allows clients to tackle only the
areas that will bring the most value to their organization. |
Issue for Clients to Consider:
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How many years ago did they implement their
CIS and/or workflow management system? |
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Is the original software vendor still around? |
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Have maintenance costs been increasing year over year? |
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Do they have access to the source code or data structure
definitions? |
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Does this knowledge only exist in the memory of current
employees or their maintenance provider? |
Considerations in favor of SAP CCS:
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Simple/solution that works |
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Reduce risks during Implementation |
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Improve organization’s performance |
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Ease of maintenance |
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Database structure |
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Integration with metering, finance, GIS, work management,
etc. |
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Trustworthiness and integrity of company and people |
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Company stability |
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