EDF has gone live with an SAP-based CRM system and portal software that will manage service connections and alterations, and provide customers with updates on work progress.
The energy giant’s Business Improvement and Technology team worked with Capgemini on an eight month project to develop the systems that will enhance services to consumers and small businesses.
Technicians and service staff at EDF’s Networks Branch will access the new system using portable computers 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.
In addition customers now have the ability to pay for the work immediately by credit or debit card, which reduces paper work for EDF.
Nigel Stevens, EDF Energy’s Managing Director of Business Improvement and Technology said, “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.’
The Network Branch, 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 South East.
EDF won the new solutions category at last month’s SAP quality awards. It built a global management tool to deliver financial transparency to the markets as part of the process of preparing the company for a shift from the public to the private sector. At the same time its IT and business teams had to cope with the liberalisation of energy markets.