IT services provider HCL Technologies has tied up 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.
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.
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.
Todd Crandall, executive vice president, public services at HCL, said: “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.”
