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Jemena Utilities | APJ SAP Service Cloud SAP Customer Data Cloud
Utilities
Jemena owns and operates a diverse portfolio of energy assets, including providing gas and electricity across the northern and east coast regions of Australia. With over$11 billion worth of major utility infrastructure, we supply millions of households and businesses with essential services everyday.
100% “one-touch” Approval process of DFA claims completed 2.1 Million Records Of individual customer account records sourced from two backend SAPs: ERP and AMI 11k Tickets in 6 Weeks More visibility leading to rich customer service insights
Headquarters Australia
Products Electricity networks, gas pipelines, gas processing & storage facilities
Web Site
Featured Partner DXC Technologies
jemena.com.au
Business Challenges • Data siloing across disparate systems which made the effective consolidation of data and gaining a 360- degree view of our customers and services very difficult, and a reliance on manual processes which resulted in slow response times to customer enquiries and claims applications • Consolidate all business assets across Australia, which are currently run as sibling businesses with separate data silos and workflows • Legacy versions in use no longer offered the capabilities and functionality required to effectively serve our customers • Slow response times as well as confusion around what was happening with the customer’s specific service Customer Benefits • SAP Service Cloud offers a one-stop shop for customer management, able to manage all individual customers, account customers and contacts across the organisation in one system, as well as differentiate between one-time and returning customers, allowing us to further personalise our services and customer communications • Consolidating customer data allows customer service agents to focus on resolving tickets instead of inputting data and centralising the collective data empowers Jemena to perform more sophisticated data analyses and reports to refine insights "The CX Foundation program was truly a notable example of a business-led, digital- enabled change supported by strong external partnerships with customer centricity and employee experience being the center of the change. It was a role mode project focusing on organizational change management which resulted in a smooth and seamless transition."
Julien Capraro Chief Digital Officer Jemena
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