Boosting customer experience
The utility industry currently faces a wide range of challenges, including rising consumer demand for renewable energy sources and new digital technologies. Determined to keep pace with these demands, PSE has been investing in renewable energy, such as wind and solar, to provide cleaner energy choices for its customers. The utility is also working to provide consumers with more choices when it comes to communication with the company. “Most people simply receive an electricity bill, look at it and then pay it.
For a lot of customers, this is their sole communication with us. We want to improve their experience by providing mobile, internet and other avenues of access to us. We would like to provide as happy an experience as possible. Our focus is always on customer engagement, customer experience and doing what the customer wants,” explained Anu Iyer, IT adviser for Puget Sound Energy.
However, meeting these new demands proved challenging with PSE’s existing systems and solutions. “We had a legacy system that had served us well when we produced only electricity and gas for traditional means and we continued to do what we had always been doing,” noted Iyer. Thus, in 2013, PSE laid the groundwork for the future by deploying an SAP Customer Information System. The team then turned its attention to its document management, document production and archiving solutions. PSE was using third-parties for these functions, which resulted in slow and inefficient processes.
A new digital content platform leveraging industry leading solutions
The company required a new solution that could integrate with its SAP system. Similar to its selection of SAP, PSE sought an industry-leading solution. After considering various options, the company decided on OpenText Suite for SAP Solutions, including Document Presentment for SAP Solutions, Data Archiving for SAP Solutions and Extended ECM Documentum for SAP Solutions.
“We chose OpenText because it had a tight integration with SAP— and SAP and OpenText are the industry leaders. We recognized that OpenText was a company that really knew how to manage large amounts of documents and data. Although we looked at others, we never seriously considered any document management solution other than OpenText. It was a no-brainer,” explained Iyer.