Olivier Crasson, General Manager, Ajman Sewerage Private Company (ASPCL) spoke to H20 on the customer care and billing system implemented by the company. ASPCL, based in the Emirate of Ajman in UAE is the first private retail wastewater concession in the Middle East.
How have you segmented your customers?
The segmentation implemented is based on the customer "value" (Sewerage bill amount) and the customer social status:
Regular customers
Domestic
Small commercial
Key Accounts Customers
Large Commercial
Industrial
High Revenue customers
High Social Status (VIP)
Ruler's family
Local Government
Federal Government
Could you elaborate on the key reasons behind the implementation of the customer care and billing system? What are the different processes or functions taken care of by this system?
At the beginning of the project (2003), a software has been developed internally ("RBC2) to bill the connection fees installments. It has been developed as a quick-win solution but it was not adapted to the second phase of project, monthly billing of service charges (2006-2007) and was not able to incorporate the different changes in the legal framework (tariffs, enforcement mechanism). We have selected Oracle/CC&B in 2006 after having reviewed several Customer Care and Billing software. "RBC2 was designed to manage around 8,000 customers (property owners) but Oracle/CC&B has been designed to manage 110 000 property users.
We are using Oracle/CC&B in all our customer service processes:
Customer Relationship management (contacts, complaints, etc.)
Connection application management
Billing
Payment processing
Credit & Collection
Service Termination
How long did it take to implement the system? Could you give us an example or two of how the system works? What are the typical issues that you have dealt with?
The implementation has started on October 2006. The first phase (service charges management) was completed in six months (March 2007). During this period we were using two systems as the old system (RBC) was used for managing the connection fees.
In October 2007, the second phase of the project was completed and all customer service business processes were managed with Oracle/CC&B. So it took 13 months to complete the project.
The system enables the Customer Service Representative to have a complete view of the customer in one screen (customer details, customer accounts, properties owned or used by the customer, billing and payment history, the third parties linked to the customer).
The system enables us to manage additional characteristics on the core objects of the software (Person, Premise, Accounts) without the intervention of Oracle.
The main issue we faced was the adaptation of the end users to the new software. They were used to working with the in-house software, but with the new software, they had to adapt to another logic and interface.
How has the system benefited the company? How has it helped streamline the company's revenue model and business processes?
In an evolving environment, the system enabled the company to incorporate the legal framework changes. For a 25 years concession contract, this element is very important.
With the system, the company was able to manage without any problem the final connection process - from the connection of the properties to the newly built sewerage network to the first monthly service charges billing.
How does this system help you listen to the customer? What are their different contact points with the company? How do the end-customers benefit from this system?
We are using the system to keep track of all the customer events (contacts, reminders) The customers can contact the company by telephone, e-mail, fax and by visiting one of our branches. With the projects to be implemented in 2010, the customer will benefit more from the functionalities of the system (self-service through Web site or IVR). When all the properties will be connected to the sewerage network, there will be 110,000 property users.
Customer response time measurement is being implemented through the Oracle/CC&B cases management functionalities. Billing and Collection cycle times are already managed with the system.
What are the payment modes that billing system is linked up with - online, banks, cash machines, etc?
Initially, the payment modes were mainly cash machines; we have launched from October 2009 ATM payments and standing instructions with Ajman Bank. We are talking to a leading exchange chain to enable our customers to pay their sewerage bill at their branches throughout UAE.
Are there any other software applications in the organisation that customer care and billing solution is integrated with?
Currently we are using SMS, e-mail and fax , but the integration with Oracle/CC&B will be done in 2010. We have implemented a Data Warehouse based on the Oracle/CC&B database.
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