| |
| Case Study |
| |
Patni provides Meter Process Automation
for large Utility company in California |
|
|
Patni's Meter Process Automation solution has brought significant betterment to the client's
meter order processing system and marked reduction in processing costs and time.
The Client
One of the largest
investor-owned Utility
companies in the US.
The Challenge
The client's existing process did not have the ability to accurately trace the
progress of a Meter Service Request given by a customer. Moreover, the
existing process was manual or semi-automated resulting in errors and
delays in Billing and Meter allocation.
The client was keen on automating its Meter process in order to:
 |
Improve its business operations by minimizing manual processing and
reducing the number of hand-offs |
|
Reduce meter order processing costs by cutting down on errors/delays
and rework of service requests |
|
Reduce delayed revenue due to unbilled meters |
|
Improve customer satisfaction by providing accurate metering
information. |
This exercise posed major challenges:
|
Automation across business units and across field locations |
|
Integration with existing systems |
|
Rollout for several types of users |
|
Challenging schedule for implementation. |
The Solution
The Meter Process Automation team re-designed the existing
application into two distinct categories of Validation and Posting, to
achieve an extremely modular and flexible architecture. The
following distinct features were added:
|
End-to-end solution for all routine processes |
|
Provision of real-time information |
|
Integration of the new MPA system with the existing
applications |
|
Provision of tracking customer request |
|
Service system initiated as well as field initiated requests |
|
Automatic electronic notification to all relevant users after
completion of service requests. |
The Technology
|
Platform: IBM Mainframe,
UNIX (Shell scripts) |
|
Operating System: MVS, AIX |
|
Language: Cobol, CICS, JCL,
CSP |
|
Database: DB2, VSAM |
|
Web: ASP, Crystal Reports |
|
Client Server: Delphi, SQL
Server |
| |
 |
The Benefits
|
Automated process reduces errors considerably |
|
Built-in tracking system enables a status view of meter
service requests |
|
Improvement in billing efficiency and reduction of unbilled
revenue
|
|
More accurate and timely response to client's customer
requests. |
Client Testimonial
“Congratulations to all for their outstanding
work. I know the success of this tremendous
effort is due to the commitment of the
entire Patni team...An excellent example of
cross-functional collaboration and effective
project management continues to look very
good. Keep doing it!“
Client's General Manager - Customer Service
|
|
