visit http://www.hcltech.com/energy-and-utilities/overview~~For more on Energy & Utilities

4. HCL implements a SAP enabled
transformation program for a large
de-regulated utility
BACKGROUND
 Our client is a US based retail electricity provider, headquartered in Dallas,
serving the state of Texas. It serves 2.4 million residential and commercial
electricity customers operating in the deregulated market of Texas
 The company approached HCL to provide a SAP enabled transformation
program to re-engineer its utility customer services, billing and back office
processes
CHALLENGES / OBJECTIVES
SNAPSHOT
 Complexity of delivering a major business transformation project involving re-
engineering of utility customer services, billing, and back office processes  Vertical: Energy & Utilities
 Service Offerings: Programme / Project
 Lack of integrated business processes - three separate billing solutions with
Management, Common Design , Change
limited functionality in the legacy systems Management, Core Design/Build, Offshore
 Inability to rapidly respond to increasingly dynamic market conditions Development, Testing, Roll-out and Support
 Reduced management performance due to unavailability of up to date  Technologies: SAP ERP 6.0 (IS-U 2005), CRM
information 5.0 and BI7, Works Orders, Telephony and IVR
Integration, Customer Web Self Service, Partner
 Poor call center performance because of limited integration Portal, Enterprise Content Management, 20 +
 Limited web, chat, and IVR self service capabilities key interfaces

5. THE SOLUTION CUSTOMER
HCL AXON is the prime contractor, delivering the project in a fully outsourced IT environment. This TESTIMONIAL
is a large transformational and integrated Customer Care & Billing, and Enterprise Asset
Management & Back Office utilities program. The latest version of SAP, including advanced CRM,
IVR and Web Enabled Customer Self Service and Business Planning is used, and the solution “HCL AXON has
provides processes based on the latest SAP functionality: demonstrated time after
time, successful
 CRM & Billing – Including customer account management, billing, self service customer
delivery of SAP for
account management, IVR integration, marketing/campaign management and a sophisticated
Utilities organizations.
reporting suite based on SAP Business Intelligence
HCL AXON delivered
 Enterprise Asset Management – The solution includes service order processing and one of the best teams I
customer meter reading integration with the wider Texas market could ever have
 Reporting – SAP data warehouse consolidates data from a number of sources, and includes anticipated.”
full regulatory reporting to the Public Utility Commission of Texas
- VP, Client’s Organization
RESULTS / BENEFITS
 On-track to deliver benefits in excess of $320 million across identified ‘Value Drivers’
 Increase in customer acquisition – targeted and dynamic offer presentation combined with closed-loop marketing
 Reduction in revenue leakage – automation of complex LCI billing, removal of manual bill processing
 Increase in customer retention – cross and up-sell capabilities, service differentiation by customer value
 Reduction in cost to serve – increased IVR and web self-service functionality and completion rates
 Improvement in cash-flow – reduction in days-to-bill for LCI customers, reduction in days to first bill for all customers
 Reduction in IT spend – consolidation of systems landscape towards SAP, applications management
 Increase in share of wallet – platform delivered for marketing and sales fulfilment of ‘Value Added Products and Services’

6. Hello, I’m from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use digital engineering to
build superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right now, 88,000 of us bright sparks are busy
developing solutions for 500 customers in 31 countries across the world.
How can I help you?
www.hcltech.com