PWN’s long-term goal is to become such a high-performing business that it can offer customer contact and billing services to other utilities as well. Having initiated a broad-based program to progress to this goal, the company realized that the costs of running its call centre were rapidly mounting and that the system then in place for processing invoices could be made more efficient.
PWN decided to move its customers toward a self-service, Internet-based communication and billing system in order to:
Avanade worked with PWN to develop an innovative, customized enhancement for SAP R/3 and SAP CRM using key middleware – an SAP .NET connector, Webservices and Biztalk. This provided a secure, synchronous environment for customer communication.
Avanade also integrated the back-end SAP systems with a Microsoft Content Management Server at the front end, using CTI (Genysis) to connect the telephony to the SAP systems.
The system as a whole was exceptionally complex, involving an unusual number of new interfaces, conversions, enhancements and modifications. The SAP team worked very closely with the Microsoft team to develop and install this innovative system landscape.