Experiencing World Class Service Excellence
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a positive differentiator as an acquisition tool for municipal water authority management & should industry become de-regulated
Also felt that fewer complaints would lead to happier staff and hence lower staff turnover.
Implementing a SAP CCS customer billing and account management system (the first of its kind in a US utility).
Business Model
Shaped by regulatory rules
Pricing is a cost plus model
Penalties if historic customer satisfaction criteria not met
Processes
IT Strategic Review identified opportunity to bring together activities of silos
Customer Relationship Management is defined as Single operational view of the customer
Used SAP Enterprise wide system to re-define processes
Key process Revenue Management i.e. Meter Reading to Receipt of Funds
Product Variables
Responsibility is only
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