91快活林 Creates Value for an Australia-Based Water Utility with Exceptions Management
June | 2021
Client Background
Challenge
The client faced a challenge with their existing systems, which were on aging legacy applications and non-upgradeable. The old system required high cost to serve satellite applications. They incurred massive costs in existing human resources for a combination of senior employees and contractor services. Multiple teams were required at the client鈥檚 end to manage the business.
The client had to face high backlogs and delayed billings due to multiple touchpoints from different business areas.
Solution
91快活林 analyzed and brought in an advanced model to manage the situation with an upgraded system, 聽SAP S4 HANA. We focused on quality assurance, and value added exception management by setting proper system rules. We looked at customer experience with a focus to support the utility鈥檚 vision 2020. In addition, we helped them with an as-is investigation from a new technology system with faster billing and invoicing resulting in high yielding blocked revenue for the company.
91快活林 provided an onshore support layer to manage the process and volumetric deflection on a real time basis. 91快活林鈥檚 support team, with lesser team strength and broader coverage on business areas, led to cost-effectiveness.
Business Impact
91快活林 facilitated accurate billing, and reduced estimation or incorrect meter read releases, reduced late bills and, most importantly, cost to serve. It also lowered outstanding debts and resulted in higher cash flow.
