By Freya Purnell
Australian energy infrastructure provider, Jemena, has become the first customer in the APJ region to implement the SAP Cloud for Customer solution.
The company has deployed the solution to support its restructured process lines across its electricity, water and gas assets, as it looks to enhance its customer experience.
Jemena CIO Cameron Dorse (pictured) is enabling a transformation in how key services are delivered to customers.
“At Jemena, our customers are at the heart of everything we do. Millions of Australian households and businesses rely on us to deliver energy and water services safely, reliably and efficiently every day,” Dorse said.
“To maintain our customer focus and maximise opportunities for growth in a rapidly changing business environment we made improvements to our business processes, which meant re-evaluating our IT platforms.
“We teamed up with SAP to deploy its user-friendly Cloud for Customer interface due to its ability to cater to our timelines and delivering the exact functionality we needed.”
The new solution allows Jemena to focus on its customers through one streamlined model. Marketing, sales and customer service teams can deliver a consistent customer experience with timely, efficient services, and gain deeper insights into who their customers are and what services they need require.
The mobility features of SAP Cloud for Customer also enable marketing, sales and customer service to manage customer enquiries wherever they are, improving responsiveness.
Jemena can also access information and manage tasks while on site with customers, savings significant amounts of time and increasing productivity. The interface also provides Jemena with a platform to share and record customer details.
A rapid deployment approach was used by UXC Oxygen to set up the SAP Cloud for Customer interface for Jemena, which ensured the implementation took just eight weeks to complete.
Tony Armfield, Chief Customer Officer, SAP Australia and New Zealand, said SAP is seeing a significant increase in demand for Cloud for Customer “as more Australian organisations seek simplicity and speed. It also has the ability to integrate quickly with existing IT investments.”
