CC&B application upgrade and migration

Consulting case study
April 29, 2024

CC&B application upgrade and migration

Key takeaways

  • One of the nation’s largest investor-owned utilities wanted to improve its customer care and billing (CC&B) system’s disaster recovery capabilities and performance
  • E Source’s expertise and deep understanding of the existing systems saved the utility $7 million in cost and improved the CC&B system’s efficiency and reliability
  • The upgrade and migration shortened disaster recovery time from 24 hours to under 4 hours, improving response and stability

The challenge

An existing E Source client needed a CC&B upgrade to meet Tier 1 requirements and ensure a better disaster recovery strategy. The upgrade included a migration of the CC&B system to the utility’s new data centers and improved reliability of supporting mission-critical applications.

The solution

The utility partnered with E Source to lead the program, which included:

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  • Program management
  • RFP completion
  • Vendor identification
  • Governance model setup
  • Data migration and validation
  • Change management
  • Testing and training
  • Technical guidance

Bringing prior experience with the utility’s CC&B system, E Source delivered the project at a better cost than the previous upgrade.

E Source facilitated the vendor selection process, conducting a three-month pilot with different infrastructure vendors before choosing the best hardware for the upgrade.

The results

The utility’s system successfully met the disaster recovery requirements to achieve Tier 1 status, ensuring its resilience and ability to recover within the desired timeframe.

Results from the CC&B upgrade include:

  • Shortened disaster recovery time from 24 hours to under 4 hours
  • Improved response times of billing jobs and online transactions by 60%–70%
  • On-time and on-budget delivery

Following this project’s success, E Source is helping the utility plan a move to C2M (customer-to-meter).


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Source URL:https://www.esource.com/case-study/501240ny01/ccb-application-upgrade-and-migration