Global IT services provider HCL Technologies is working with SAP to develop multichannel customer self-service software for utilities.
The SAP Multichannel Foundation for Utilities and Public Sector solution will allow utility companies to interact with customers through different communication channels such as online self service, mobile and social networks, though a set of standardized and reusable Open Data Protocol (OData) services used by end-user applications to access data and processes.
With preintegration with the SAP Customer Relationship Management and Billing for Utilities package, partners can develop and offer customer-facing self-service applications at a low cost.
“Today’s consumers, especially the millennials, expect to define how and when to communicate with the companies that they do business with. The win-win for utilities is that these new preferred channels can be supported at a far lower cost than more traditional ones like call centres and letters,” said Todd Crandall, executive vice president, public services, HCL.
“The operational savings can be substantial – as much as 20-to-1. That means utilities can reduce their engagement costs, improve their customers’ satisfaction and experience, and invest more in the assets that improve the reliability and safety of the commodities they distribute.”
The solution’s standard services consist of self-service scenarios allow customers to securely access and manage key account information and perform important activities online, like bill payment, entering meter readings, creating inquiries, and sending requests to a utility company.
“SAP relies on partners like HCL to bring field-proven delivery and process expertise based on their experience in developing and integrating self-service solutions for the utility industry,” said Henry Bailey, global vice president, Utilities, SAP. “Customers have already deployed the multichannel solution, and it continues to be an increasing area of investment for SAP and our partners such as HCL.”
