SAP IS-U Customer Care & Billing
“Yesterday, we reached the last demo of the Proof of Concept phase for the 3 projects. I do not want to pass to the next phase without, on behalf of EDP, congratulating the 3 teams on their excellent work and [...] their tenacity and professionalism that’s been evident since the beginning. I am convinced that if we keep this attitude we are going to fulfill this enormous challenge that we all have.”
Maria Emília Guimarães, EDP
Changing Landscapes
Energias de Portugal (EDP) is a leading light in the energy sector. It’s an integrated energy company, operating in a range of markets as diverse as those of Iberia, eastern Europe, the United States and Brazil.
However even in its homeland of Portugal, the business landscape has changed radically in recent years. During the period 1999 to 2001, Portugal saw the introduction of the euro currency, which eventually replaced the traditional escudo. This had far-reaching consequences across not only financial markets, but all aspects of the economy.
The customer landscape of EDP has also changed radically in recent years. EDP was Portugal’s only distributor and supplier (with nearly 6 million customers) until 2004, when market liberalization began for non-low voltage customers. Some years later, in 2006, low-voltage customers were also given the right to choose their supplier, further challenging EDP to up its game.
More recently, in 2010, a new concept in energy distribution came into being, with the implementation of the SmartGrid. The following year the Iberian messaging platform (eMS) complicated the landscape still further.
Our Answer
In order to handle the Euro changeover in 2000, EDP Distribuição needed to replace its two legacy systems for customer care and billing (CC&B), which were segmented by low voltage and nonlow voltage customers. EDP Distribuição partnered with Logica to implement SAP IS-Utilities. This gave the company many benefits, including increased efficiency, improved customer care, more integration and better streamlining of processes.
The challenge of market liberalisation was an even greater test, requiring the design of a complex system in close collaboration with EDP. Logica successfully delivered a solid solution which answered not only the day-to-day needs of EDP workers, but also responded to larger-scale business needs. For market liberalisation in 2006, Logica had 3 major projects running in parallel, and successfully delivered them all in record time.
Key Benefits
- Reduced the time it takes to attend a customer, while improving customer service quality.
- Reduced costs by substituting several disparate systems with one integrated solution.
- A solid partnership means that the solution continues to evolve to enable EDP to face new challenges.
Download PDF (.6mb)
Logica
Skip to content
