Client’s Business Scenario:

Client had ~250 standard letter and form templates that were not included in the scope of their SAP implementation project.  Client call center was sized based on these forms being automated. Manual processes related to document generation would require the ability to scale their call center beyond available capacity. Client did not have the budget or time to implement the additional document templates in SAP using ABAP or SAP script in time to be ready to take on the added workload.

Solution:

iTeres analyzed the ~250 standard letter and form templates required to complete the documents leveraging their extensive knowledge of SAP, utilities customer service business processes, and their deep understanding of how documents are developed, used and stored to define requirements.  iTeres then implemented Composer as a bolt-on application in client’s new SAP application environment and converted the existing letter and form templates to Composer Smart Templates.

Impact and Results:

• Composer based solution was fully implemented and staff trained in time to support the go-live.  Composer was implemented and the document conversion completed in 90 days.
• Using Composer automated processes and Smart Templates, client was able to dramatically reduce average time required to complete and send customer documents from 15 minutes to 30 seconds.  Increased productivity enable client to scale their existing call center to take-on the additional workload of the acquisition.
• New agents require less than two hours of training to use Composer effectively reducing training costs and increasing staffing flexibility.
• Prior to implementing Composer, client experienced significant customer complaints and regulatory sanctions stemming from inaccurate written communications.   Since implementing Composer, client has not had any letter or form based regulatory sanctions in 3+ years.

View Utility Gas Case Study