Some details
HELLAS POWER (former AEGEAN POWER): The biggest privately-owned energy provider in Greece until 2011.
NEED: Ability to support their fast-growing customer portfolio, improve the quality of their customer service, organize and automate their internal processes and operations using a single software system.
APPROACH: We prioritized AEGEAN POWER’s needs and
implemented independent software modules per need. We embedded a rule-based engine and a workflow designer mechanism providing users the flexibility to integrate business requirements and reconfigure frequently changing business processes.SOLUTION: EXIS designed and developed a tailor made Customer Relationship Management System (CRM), that was able to support all customer related processes and operations.
OUTCOME &, BENEFITS: The complete solution was set to production within 12 months from kick-off and included:
- a contact management module for organizing all customer data and segmenting customers,
- an order management module for orchestrating the order-to-cash operations,
- a sales &, commissions module for managing sales network and calculating their commissions,
- a web client module for automating the order entry process through external call center sales agents,
- a collections module for monitoring debts and unpaid customer invoices,
- a customer support module for handling tickets, issues and queries reported by customers,
- a telephone center module for integrating incoming calls with customer data,
- an interface module for handling communication with 3rd party systems,
- a workflow configuration graphical tool for simplifying business process integration,
- a rule-based configuration tool for building any type of business rules using all available data.
EXIS’s fully customized CRM successfully supported AEGEAN POWER’s growth from 15.000 to 150.000 customers, within less than 2 years.
