Innovative & agile CIS for utilities and water companies

Transcription

1 Innovative & agile CIS for utilities and water companies An integrated customer information, billing and collection system providing asset, service & meter data management; financial management and output management enabling backoffice, frontoffice, cashiering and mobile field service operations. Ready for customer self-service.

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3 Built for the road ahead The road the utility industry is traveling has more twists and turns than ever. Each new bend brings challenges to maneuver and opportunities to advance. Today s utilities need an agile customer service and billing machine built on a trusted performance platform not to mention a skilled, dedicated support crew that is ready for whatever the journey brings. The problem is that most modern CIS solutions... aren t that modern. UMAX from Itineris, however, is built from the ground up to leverage the power of Microsoft s cutting-edge ERP platform Dynamics 365 for Operations in ways that make sense for utilities. The result is a truly modern CIS in which flexibility, connectivity and data-flow are core capabilities, not afterthoughts. Is your CIS holding you back? The Power of Platform The tight integration between UMAX and Microsoft Dynamics 365 for Operations so tight that every UMAX seat has an ERP license built in brings a high standard of system interoperability, user familiarity and product accountability. Other benefits include: Out-of-the-box, native integration with other Microsoft solutions Robust cross-organization data flow Product updates and evolution synced with Microsoft release schedules. Developer neglect is not an option. Large Microsoft API catalog Familiar interfaces and workflows Expedited end-user onboarding Powerful Microsoft BI and reporting With UMAX I can serve my customers at a high quality level. UMAX allowed us to grow more than 4 times while the number of staff stayed the same. Vincent Meerman Manager Business Support at Delta, the Multi-Service Utility With UMAX we have been able to realize our mantra of one source, one vision and one truth. UMAX allows us to make our processes truly transparent. We have much better control over the business. Barth De Klerk Managing Director at Eneco The Netherlands

4 CUSTOMER SERVICE & BILLING FOR MODERN UTILITIES In an always connected, data-rich world, your CIS should help you engage customers through the channels and devices they choose. UMAX is a modern CIS built on Microsoft s cuttingedge ERP platform Dynamics 365 for Operations, which supports the utility in increasing their customer satisfaction through... OUTPUT MANAGER CSS, IVR & MOBILE APP Accessibility & Choice In today s connected, data-now world, customers expect more access and options for interacting with their utility. UMAX ecare solutions customer portals, multi-platform mobile apps, IVR and more empower customers to manage accounts through the channels most convenient to them. And an Output Management framework lets customers set communications preferences mail, SMS, , mobile apps and more. First Call Resolution CAMPAIGNS & ALERTS UMAX COLLECTIONS PROACTIVE NOTIFICATION BILLING SIMULATIONS ACCESSIBILITY & CHOICE CUSTOMER SATISFACTION CONSISTENT BILLING FIRST CALL RESOLUTION (FCR) AUTOMATED VALIDATIONS UMAX FRONT OFFICE UMAX WIZARDS It s the holy grail of call centers so the UMAX Front Office is purpose-built to empower today s utility customer service representatives (CSRs) to serve customers efficiently. A streamlined interface gives CSRs immediate access to key data on customers, accounts and premises, with secondary data points only a click or two away. Utility-specific workflows enable CSRs to quickly and accurately create and edit system data within predefined business rules, and smart wizards with embedded options and built-in calculations increase data accuracy and reduce training time. Consistent Billing For most utilities the bill is the most critical and scrutinized touch point with a customer. To ensure accurate and on-time billing, UMAX features built-in data validation in key system areas such as data entry, meter read imports, and system interfaces-to prevent wrong data from entering your bill cycle. As a secondary safeguard, bill simulation tools allow utilities to test run bill batches and identify noncompliant charges, accounts, agreements and services before final bills go out. Proactive Notification Why wait for your customers to miss another payment or to call you about a new program? UMAX has built-in alert and campaign management tools that help you create multi-channel, real-time touch points with customers, so you can reach them proactively with critical messages about delinquency warnings, rate or account changes, field service appointments, special promotions, new programs and more. The result is increased collections efficiency, program enrollment and customer satisfaction.

5 OPERATIONAL PERFORMANCE FOR UTILITIES ON THE MOVE The utility industry is evolving more rapidly than ever. Can your customer service technology keep up? UMAX is a modern customer information system (CIS) built with automation, intelligence and connectivity in focus, allowing the utility to achive optimal operational efficiency, through... UMAX FRONT OFFICE WIZARDS & WORKFLOW Increased Flexibility Many utilities have been held hostage by dated, rigid customer care technology for too long. UMAX, however, is built for flexibility, agility and efficiency. The Front Office portal is designed specifically for utility CSRs, streamlining essential customer, account and premise data for first-call resolution. Workflows deliver controlled steps via wizards, with embedded options and boundaries, making CSRs more efficient and accurate and reducing on-boarding time. ALERTS & STATUS FLOWS BUSINESS INTEL GREATER VISIBILITY INCREASED FLEXIBILITY OPERATIONAL EFFICIENCY EXCEPTION MANAGEMENT ACCURATE TRANSACTIONS ROLE CENTERS BILL SIMULATIONS And when your business processes evolve, aligning UMAX workflows and wizards requires configuration not developers, so you can adapt quickly and affordably. AUTOMATED PROCESSING UMAX WORKFLOW MGT. Accurate Transactions Revenue management, predictability and billing accuracy are crucial for today s tightly controlled utilities. UMAX increases data accuracy through automated workflow management, guiding end users through business processes and validating their actions and inputs, so less is left to human error. And UMAX bill simulation tools allow utilities to test run bill batches and identify non-compliant charges, accounts, agreements and services before final bills go out. Exception Management UMAX lets you focus resources on resolving exceptions, not pushing data through your business processes. Built-in processing of internal, interfaced and imported data automates workflows where many utilities are using manual techniques. Instead, exceptions are pulled into queues for greater visibility, allowing authorized users to process exceptions according to your customized workflows. A catalog of over 40 specialized role centers for key users provide dashboards that consolidate and highlight exceptions to be processed and items that need attention. Greater Visibility You can t improve what you can t observe (or don t know about). So UMAX has robust business intelligence tools and status alert capabilities that help utility leaders identify trends in data and opportunities to strengthen operational performance. Workflows can be monitored by management, and utility operations employees are given the tools they need to quickly resolve adversely impacting system data and issues within the meter-to-cash cycle. The combination of UMAX CIS and ERP, with easy-to-use reporting and analytics tools, provides powerful business intelligence capabilities which improve operations and decision making at each level of the organization.

6 TECHNOLOGY SERVICES FOR TODAY... AND TOMORROW UMAX is a modern and powerful CIS built on Microsoft s cutting-edge ERP platform Dynamics 365 for Operations. UMAX leverages the Microsoft stack and products, providing a CIS ready to operate in an always-connected, mobile and social world. By extending to the cloud, UMAX can help you to realize even greater value. SAAS/IAAS OPTIONS MICROSOFT APPLICATION Total Cost of Ownership Built on the Microsoft Dynamics 365 for Operations platform, UMAX allows your organization to fully benefit from existing investments in infrastructure, software and knowledge. UMAX offers you the choice of on-premises, hybrid or cloudbased deployment that best fits your organization s strategy. UMAX allows further evolution towards a Software as a Service (SaaS) approach. INTEGRATED BI & ERP API CATALOG INTEGRATION STANDARDS TOTAL COST OF OWNERSHIP OPTIMIZED TECHNOLOGY SERVICES SCALABLE WITH OPTIONS SUPPORTABLE STANDARD OPERABILITY PROVEN SCALABILITY Supportable The UMAX CIS solution offers utilities standard operational abilities to address utility processes with the experience and scalability of the Microsoft Dynamics 365 for Operations platform. PROVEN TOOLS MICROSOFT CLOUD UMAX was specifically developed to blend in with standard operations on a Microsoft-based infrastructure and fully leverages the scalability features of the Microsoft Windows and SQL Server platform. Scalable with Options UMAX supports different scaling scenarios based upon needs around number of users, number of customers and specific time-based processes. Leveraging the possibilities of virtual infrastructure, UMAX can implement scale-up, scale-out and scaledown scenarios. Extending or deploying to cloud services enables scalability and flexibility limited only by the imagination. Integration Standards The combination of UMAX CIS and ERP, with easy-to-use reporting and analytics tools, provides powerful business intelligence capabilities which improve operations and decision making at each level of the organization. The UMAX API framework and Web Services library allows the system to blend in with internal and external systems to support your business processes beyond the application s boundaries. The Web Services library is utilized across the application and is available for use with other applications using defined protocols such as SOAP, REST, ODATA, etc.

7 ITINERIS, A CIS/ERP SOLUTION PROVIDER FOCUSED ON THE UTILITY INDUSTRY From our beginnings in 2003, Itineris has been focused on developing and delivering the best customer care and operations technologies for utilities. Today UMAX is a robust and flexible suite of solutions for water and energy utilities, used by leading utilities in both the regulated and deregulated/ liberalized markets of Europe and North America. Markets Served Itineris was born and grew to prominence serving the energy and water markets of Northern Europe, and we remain deeply committed to our home market. In 2012, after recognizing an opportunity to bring something new to the technology landscape of North American utilities, Itineris made a robust commitment to this new market with the acquisition of the reputable Crimson Oak Consulting and establishment of Itineris North America. In the short time since, we have been building a robust team of local industry experts, built valued relationships with utilities and engaged in the greater conversations of our industry. In addition to these direct-presence markets, Itineris is developing partnerships with utilities across EMEA more specifically the United Kingdom, the Czech Republic, Turkey and other markets through a robust network of local UMAX registered partners and established global alliance partners such as Capgemini and IBM. Strategy and Support Services Itineris services are designed to unburden utilities and help them overcome the regulatory, market-driven, infrastructural and operational challenges impacting their business and technology. Consultancy Services Practical advice in transforming business strategy and daily operations to address industry dynamics. Implementation Services Qualitative deployment of UMAX solutions through UMAX acceleration best practices. Support Services Professional managed services and customer care and/or full BPO in support of utility requirements. Legacy CIS Extension Strategy and support from CIS experts when gap solutions are needed. Clients Our UMAX client portfolio, built over the last decade, includes various international and regional utility players and has been perfected through best practices collected from these projects. Learn more about leading utilities choosing UMAX CIS/ERP solutions and services on our website:

8 About Itineris Itineris is a global technology company focused on delivering IT solutions and services that drive greater operational value and strengthen customer care capabilities for utility organizations. A Microsoft Gold Partner, Itineris is the developer of UMAX, a customer information system (CIS) and ERP solution fully integrated with and leveraging the power of Microsoft s Dynamics 365 for Operations platform. UMAX customers include some of the world s largest utilities from each sector: E.ON, GDF SUEZ, EDF, De Watergroep, Eneco, Delta, City of Baltimore and more. With offices in North America and Europe, Itineris is comprised of more than 350 utility and IT professionals and was named by Ernst & Young as Most Promising Company in 2012 for outstanding growth in the last decade and projections for future growth. For more information Itineris North America PO BOX Marietta, GA USA Itineris Belgium Xavier de Cocklaan Deurle Belgium