In the last decade, greater supplier choice and escalating utility costs have resulted in consumers switching suppliers more frequently to those providing the best service at a competitive price. Correspondence levels have dramatically increased and complaints, account applications, web forms and bills need to be processed more efficiently and cost effectively.
Utility companies have invested significant resources in their corporate data architectures. Typically, they have been developed from an asset mananagement perspective and hold a wealth of information across different parts of the business which could be better used to support the customer services process.
Oceanus has been helping Utility companies implement Enterprise Content Management, Business Process Management and Case Management technology across the business and utilise content from disparate repositories. This has improved control over internal processes and significantly improved customer service through faster customer acquisition, problem resolution and customer satisfaction.