SourceGas Success Story

Optimizing Customer Communication Processes

Integrated OpenText solution powers customer engagement and billing processes at SourceGas

“The OpenText solutions are an extension of our enterprise applications and will allow us to scale along with SAP as we continue to grow. It’s highly customizable as well as extremely stable and has given us the ability to better manage the creation and delivery of customer communication across all four states that we operate in.”

— Ryan Esch, SAP Analyst

Challenge

• Complex communication requirements for diverse customer base
• Optimizing target marketing efforts to fuel growth in non-regulated business
• Improving customer service

Solution

• OpenText Document Access for SAP® Solutions
• OpenText StreamServe

Value

• Integrated solution speeds user adoption and simplifies IT landscape
• Ability to quickly incorporate changes to customer communications
• Annual decline in number of customer complaints
• Billing accuracy of 99.78%
• 17% decrease in billing inquiries to their call center
• Billing inquiries handled 20% faster
• 40% sales increase for Spring tune-up service
• 160% increase in seasonal barbecue grill sales

About the Organization

SourceGas is a natural gas local distribution utility headquartered in Golden, Colorado. SourceGas and its affiliates serve nearly 410,000 customers and operate 17,940 miles of distribution, gathering, and transmission pipeline, as well as storage facilities, in Arkansas, Colorado, Nebraska, and Wyoming. SourceGas and its affiliates also provide gas transportation, in-home HVAC and appliance service and sales, as well as gas commodity sales services to its natural gas customers.

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