The challenge
A small West Coast utility had big dreams of upgrading its outdated CIS. A modern technology platform would improve internal processes, boost customer engagement, and improve the customer experience. As part of this digital transformation, the utility also needed to find an MDM solution to support its advanced metering infrastructure deployment.
Knowing how challenging a project like this would be, the utility decided to partner with a consulting firm to assess its original billing system, choose the right software, and help with the implementation.
According to the utility’s division manager, “We looked into a variety of separate options but ultimately decided what we needed was a connected platform—a SaaS solution that could adapt with us as we explore and grow as a utility. We all knew we wanted to enhance our customer service and give customers a way to monitor their usage better—simpler, easier. We also knew we wanted a system in place to help us restore outages more quickly.”
The solution
The utility turned to E Source to lead the project and choose the right software for the transformation. The project included:
- Analyzing the utility’s business needs and technology requirements
- Developing an RFP and managing the bidding process
- Assessing and selecting a vendor
- Negotiating the statement of work
E Source provided thorough project management and leadership services, helping the utility through every step of the digital transformation—from gathering requirements to implementing the solution.
The results
E Source ensured that the utility’s new CIS and MDM solutions were implemented on time and within budget. With this modern software in place, the utility launched a fully integrated customer portal, allowing customers to self-serve and improving the customer experience.
The digital transformation will also be beneficial as the utility prepares to adopt increasingly more sophisticated grid and metering technology.