Increasing customer satisfaction while reducing cost of services

Summary:

Increasing customer satisfaction while reducing cost of services

Challenge:

Increasing pressure from the regulatory body, forced the company to bring down tariff structures. And the only way to achieving compliance without suffering a hit on the bottom line was to reduce operational costs. From an Information System perspective, this meant a drastic reduction in the overall cost of application maintenance.

Solution:

A Knowledge Acquisition Process was started to encapsulate the functional and technical knowledge. The complex legacy process was documented into 700 entities in the data model, and up-to-date process SMTD (System Maintenance Technical Document), This documentation completely laid out the blue print for solution development. A dedicated Offshore Development Center was setup to to reduce cost of application sustenance, to service defects, develop system enhancements and provide comprehensive 24 x 7 support. Our business analysts at the ODC invented a workflow process covering the entire lifecycle of a change request. The solution also enabled complex billing to happen take place through the system leading to reduced manual intervention and lesser billing leakages.

Benefits:

The solution reduced nightly CIS batch window by 20% (or 2 hours), thereby ensuring increased timely availability of CIS online window The quantum of backlog requests addressed earlier in 12 months of 2001 was accomplished in just 7 months in 2002 The budget payment plan functionality was strengthened leading to higher end-customer satisfaction for the top 20% of the residential customer base An onsite/offshore ratio of 35:65 in the ODC brought down overall cost of CIS Application sustenance

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