Customer Care And Billing Solution
Major electric utility customer care and billing system transformation
The Problem
- Billing system too complex to easily modify
- Needed 360 view of major corporate customers
- Give customers ability to self-service their data needs
- Check each bill for 100% accuracy before sending
- Give key account team flexible customer info
Why Fractal
Delivered parallel solution with Fractal Programming.
Parallel application ran over 1,000 times faster, reduced storage 90%, and eliminated billing errors.
Utility was able to add new features in hours and days rather than months.
SOLUTION
- Delivered parallel customer care and billing system costing 1/10th of legacy app
- Reconciled every bill before being sent to customer
- Delivered customer data portal to all customers
- Entire solution in production in 90 days
- Utility gained deeper understanding of its largest customers
- Key accounts team and call center increased customer satisfaction
Impact
Eliminated need for $35 million billing system rewrite