Household and small business customers of EDF Energy’s Networks Branch requiring
new connections or service alterations are to benefit from a new, streamlined
service following the successful completion of a new IT system in a project managed
in collaboration with Capgemini UK plc.
EDF Energy Networks was keen to develop a system which would fit with the company’s
sustainable approach to doing business. The energy firm wanted an IT solution
which would cut down on the administrative time and paperwork involved in providing
quotes for customers requiring a new connection or an alteration to their service. The company’s Business Improvement and Technology team set about developing
tailor-made system with Capgemini and from May customers started to receive instant
quotations and were able to agree a date for work to be carried out at the time
of the initial site survey. They have also been able to pay for the work straight
away by credit or debit card, and benefit from reduced paperwork, since the new
system involves paperless or largely paper-free processes.
EDF Energy Networks technicians and service staff access the system using new
portable computers to enable them to confirm details of work needed, give instant
quotes with dates and prices, and provide customers with up-to-date information
on the progress of each individual job. This service is thought to be a first
in the industry and is being evaluated by other power distribution companies.
The new system is based on the latest SAP Customer Relationship Management (CRM)
and SAP Portal software and the eight-month engagement to design, develop and
deploy it was based on collaboration between EDF Energy, Capgemini UK plc and
SAP UK. Capgemini UK plc was responsible for designing and building the SAP-based
solution using its Rightshore® delivery model.
EDF Energy’s Networks Branch, which operates the new system, carries out 30,000
new connections for domestic and small business customers per year, and supplies
power to 7.8 million homes and businesses in London, the East of England and the
Nigel Stevens, EDF Energy’s Managing Director of Business Improvement and Technology
‘The operational model we’ve developed within the Business Improvement and Technology
department of EDF Energy gives us efficiency and flexibility around the IT and
business change projects we do – and this is a clear example of our model working
successfully. This project will deliver significant benefits both to the customer
and to EDF Energy.’
Mark Turner, Account Lead, Capgemini UK plc, said:
‘We are delighted to have successfully completed another key project at EDF Energy
and to have again confirmed our status as one of SAP’s premier technology partners
for the energy and utilities sector.’
Kris McKenzie, Head of CRM, SAP UK, said:
‘This is a great example of utilising the latest SAP technology and solutions,
together with Capgemini’s expertise in design and implementation, to greatly enhance
the customer experience whilst streamlining the quote to cash process.’
Capgemini, one of the world’s foremost providers of consulting, technology and
outsourcing services, enables its clients to transform and perform through technologies.
Capgemini provides its clients with insights and capabilities that boost their
freedom to achieve superior results through a unique way of working – the Collaborative
Business Experience – and through a global delivery model called Rightshore®, which aims to offer the right resources in the right location at competitive
cost. Present in 36 countries, Capgemini reported 2007 global revenues of EUR
8.7 billion and employs over 83,000 people worldwide.
More information is available at www.uk.capgemini.com.
Capgemini UK plc
Tel.:+44 (0)870 238 2491