HCL Technologies, a leading global IT services provider, is working with SAP® as a key partner on the development of multichannel customer self-services for utilities.
The SAP Multichannel Foundation for Utilities and Public Sector software allows utility companies to interact with their customers through different communication channels – including the Web (online self-services), mobile and social networks – via a set of standardized and reusable Open Data Protocol (OData) services that are used by end-user applications to access data and processes.
The software is pre-integrated with the SAP Customer Relationship Management and Billing for Utilities package, and allows SAP and its partners to develop and offer customer-facing self-service applications at a low cost.
With the increasing channels of communication enabled by social media, the Web, and the growth of personal mobile devices, utilities are looking to meet the growing expectations of consumers to choose their preferred communication channel.
SAP Multichannel Foundation for Utilities and Public Sector enables utilities to deploy a single communication platform for accessing data over the Internet based on industry-standard and non-proprietary OData services. The 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.
“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 centers and letters,” said Todd Crandall, executive vice president, public services at 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.”
“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.”
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