Capgemini helps Office National de l’Electricit� modernize its customer relationship management.
The Office National de l’Electricit� (ONE) is the main electricity operator and supplier in Morocco. In order to address deregulation of energy markets and cope with a significant increase in its customer portfolio by over 10% annually, ONE sought to reduce operating costs of its information systems, enhance process performance and optimize the consolidation of financial flows.
ONE launched a project to modernize its customer management system for its three million customers comprising major accounts, professionals and residents. Capgemini was selected as partner to design and deploy a new information system based on SAP and specific modules (CRM, PM, CS, MM, SD and FI-CA) in SAP’s Industry Specific Solution for Utilities (SAP IS-U).
The solution was fully integrated into ONE’s existing information system, mainly based on MM, CO and HR modules in SAP R/3. Capgemini supported ONE during all phases: project design and launch, SAP configuration and tests, and on-site deployment. A real corporate-style project, it went far beyond just putting in place a high-performance information system. It enables ONE to improve customer data management, optimize organizational systems and various work processes, and create service offerings suited to each client segment.
The implementation of the new information system has brought about significant changes for ONE, resulting in the enhancement of productivity and working conditions, higher professional standards across the whole workforce, and greater organizational efficiency. The new system has made it possible to personalize customer relationships, optimize management processes and enhance information sharing.