Challenge

With the transition from a traditional customer service framework to new one, Guizhou Gas also required a new customer information system (CIS) to meet its targets:

  • Supporting its customer-oriented business processes through the removal of information barriers between business departments
  • Adopting recommended practices from across the utility industry to improve operational efficiencies
  • Maintaining and sharing standardized and extensible customer information across the company to enhance customer experience levels
  • Connecting its new IT with internal platforms and external entities—including its call center, banks, the WeChat messaging service and others—to reduce service costs
  • Providing real-time and accurate statistical data to strengthen its management and provide better control over its operations

Guizhou Gas selected Accenture to help it build its new CIS platform based on Accenture’s extensive end-to-end experience with CIS implementations, its ability to provide a strong CIS team with business consulting and system build-up knowledge, and its capacity for providing a total solution that could meet Guizhou Gas’ expectations and requirements.

Guizhou Gas selected Accenture to help it build its new CIS platform based on Accenture’s extensive end-to-end experience with CIS implementations.

Strategy and solution

Based on Accenture’s CIS implementation experience in the utility industry, and taking into account the current status and requirements of Guizhou Gas, Accenture proposed Oracle CC&B (Customer Care and Billing) as Guizhou Gas’ new CIS platform, and Avaya as its call center operational management platform.

Oracle CC&B is a solution specific to customer service in the utilities industry and is a complete billing and customer care application that handles every aspect of customer lifecycle. Avaya is an acclaimed professional call-center management platform, which is widely used in the gas industry throughout Greater China. Through the implementation of these two system platforms, Accenture helped Guizhou Gas:

  • Design a customer service system capability framework, leveraging Accenture’s High Performance Utility Model (HPUM) for Customer Operations. HPUM is a significant asset that would help Guizhou Gas build its service capability framework and more easily refine its business processes.
  • Build a new, integrated CIS system based on Oracle CC&B—providing a 360-degree view of the customer, an integrated, mature and centralized customer master-data model, and the ability to fulfil field service requests and activities, meter data reads, billing and collection activities, and credit management and reporting.
  • Build up a new call-center operational management system based on Avaya, covering numerous functions, including call routing, interactive voice response for customer identification and seats scheduling. Accenture is responsible for functional configuration and development, while Avaya is responsible for the software installation and initial configuration.
  • Integrate the new CIS with Guizhou Gas’ internal platforms—including its call-center, financial system and project management system, and external entities—including office automation, banks, remote meter reading technologies, social media and more. For the integration solution, Accenture designed the standard interface technical requirements necessary to ensure the extensibility of the new CIS system.
  • Integrate the CIS with Guizhou Gas’ field service mobile app to provide field service scheduling, facilitate customer appointments, provide customers with an urgent service channel and more. The mobile app for Guizhou Gas was developed by a local IT company.
  • Deploy the CIS platform to the public cloud after one-year of stable operations. After several rounds of evaluation regarding proposed solutions from public cloud service vendors, Guizhou Gas selected a service provider. Accenture helped Guizhou Gas to deploy its CIS system to the provider’s public cloud.
  • Transfer the original customer and service data from Guizhou Gas’ legacy system to the new CIS platform. Accenture provided the methods and tools for the data transfer, while Guizhou Gas was responsible for confirming and updating the data.
  • Train the trainer at Guizhou Gas. Accenture was responsible for coaching key users to be trainers for the end users of CIS system. To ensure accurate training, Accenture delivered one set of training papers for both the trainer’s training and the end user’s training.

Transformation

The fastest CC&B project implementation in the local gas industry to date (with a total project duration of only six months), and the first project in Greater China to implement Oracle CC&B as a CIS platform and Avaya as a call-center operational platform, the project has provided Guizhou Gas with numerous potential benefits, including:

  • A unified customer service management platform. Every service department and service operator can obtain and share standardized information regarding customer service operations. This is helping to break down business barriers and information silos, providing more efficient cooperation, shorter feedback times and lower costs.
  • A transparent customer service control platform. On this platform, managers or leads at every level can obtain real-time operational reporting, based on the same operational-level data, which can provide them with a better understanding of customer service operations and help them make decisions more quickly and accurately. This is helping to enhance Guizhou Gas’ risk management capabilities, as well as its service strategy formulation.
  • A 360-degree view of the customer. All service windows and interaction interfaces have standardized customer information, which can ensure a continuous and unified "single point of contact" service delivery to customers. As well, the expanded view of the customer provides richer and more extensible information about customers and their relevant service information through one integrated view. This is helping to drive higher customer satisfaction, and reduce the pressure on Guizhou Gas’ customer service functions.
  • An integrated solution for the different service channels. All service channels with different IT support can be integrated with the CIS platform, sharing the same real-time service information. This is helping Guizhou Gas strengthen the acuity and responsiveness of its customer service function as it transitions to more active and higher-quality service delivery. The new CIS system can support Guizhou Gas’ existing service model as well as future service operations (bringing it in line with other advanced gas enterprises), and has introduced numerous best practices which are helping to shorten service times and costs.
"The new CIS go-live is one of the most important milestones for Guizhou Gas. We now have the same operational language and same management perspectives as advanced utility enterprises around the world. We should believe in it, we should fully benefit from it, and should regard it as the primary data source for creating value, reducing service costs, and improving the customer satisfaction,"

– HONG MING, Chairman, Guizhou Gas

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