MetroGAS: Customer Management System

MetroGAS is one of the largest private utilities in Argentina and a leader in natural gas distribution. It has more than 2 million customers in a service area of more than 2,150 square kilometers.

MetroGAS split its commercial business, covering 3,000 large clients, into two entities:

• MetroGAS—Regulated distribution service
• MetroEnergia—Deregulated retail service

This new business structure required an integration of MetroGAS’s large clients into a single system to cover the operations of both companies.

Accenture was chosen to implement and maintain the Oracle Customer Care and Billing (CC&B) 2.3 solution. This implementation included:

• Contact and customer management
• Fraud control
• Meter read and device management
• Filed activities management
• Billing and payments
• Credit and collections

Apart from these aspects of the engagement, the project also included a change management process. Accenture integrated the solution with other MetroGAS legacy systems and included the Oracle Business Intelligence for Utilities implementation for standard key performance indicators.

Delivered on time and within budget, this new solution lets MetroGAS facilitate new business scenario management and improve its overall decision-making processes.

The standards-based nature of Oracle CC&B also provides a flexible framework to accommodate business process changes as well as new functional and technical requirements. This flexibility has enhanced the company’s responsiveness to customers.

This project, the first Oracle CC&B implementation in Latin America, has presented MetroGAS with a world-class customer management system that has placed it firmly on the path to high performance.