Case Study - Customer Management

Migration and Management – Utility

Service Challenge

• A regional Australian utility sought partner to provide Customer Management Services.
• Following a rigorous tender and due diligence process, Serviceworks was engaged to provide the following:
  • Implementation of a new customer information and billing system including:
    • Project management
    • Data migration
    • Ongoing hosting
  • Implementation and ongoing management of:
    • Customer service
    • Meter to cash operations

Solution

• Serviceworks supported the client's transition to an outsourced model and delivered:
  • A robust project management framework, project plan and skills to deliver
  • A complete specifications suite defining all inputs required from the client to implement the solution
  • A comprehensive suite of specifications detailing the systems, processes, roles and responsibilities under the outsourced model
• Serviceworks continues to provide:
  • Telephony & infrastructure and Customer Information / Billing System platform
  • End to end meter-to-cash customer management services
  • Customer communications and payment services via specialist partners

Results

• Serviceworks completed the implementation on budget and one month ahead of schedule – and in a way that was seamless to the client's customers
• Our client labelled the project 'a stunning success'
• Since go live, Serviceworks has provided an efficient and effective customer centric service

In Focus

Business Review and Risk Audit to build a solid foundation for future growth

Supporting a New Entrant into Retail Energy

Bringing capability to a new venture

Helping a new C&I entrant off to a strong start

Provision of Services – Water Utility