Better CIS for better user experience
Accenture helped Guizhou Gas increase the operational efficiency of customer services and improve the user experience with a new customer information system (CIS) platform.
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:
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.
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 utility 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:
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:
"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