Boost the quality of customer data, and support a 360-degree customer view by eliminating the source of data duplications
Company Profile
The largest gas and electric utility on the West Coast, serving customers for over 100 years. Over 20,000 employees provide electricity and natural gas to over 15 million people.
Project Goals
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Replace out-of-date CC&B with an updated version that contains better capabilities and is compatible with new patches
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Increase the ability to capture customer contact information
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Boost the quality of customer data, and support a 360-degree customer view by eliminating the source of data duplications
Business Challenges
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An inability to accurately capture customer contact information
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Billing errors and customer complaints are caused by a lack of bill validation.
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Large numbers of integration errors result in low quality data
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Duplications in customer data lead to a fragmented customer view and prevent high-quality customer service
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High maintenance costs incur due to a cluttered environment created by the carry over of legacy systems
Project Results
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Streamlined data and increased efficiency by removing obsolete data points
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Improved the 360-degree customer view by boosting the company’s ability to capture customer contact information
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Decluttered the environment by removing unused interfaces and legacy systems
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Increased operational performance, integration capabilities, and data quality
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Reduced billing errors via a new bill validation feature
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Improved contact center productivity and responsiveness by enhancing the user interface