Utilities Solution Panel Webinar Recording:
The impact of Digital on Utilities
Download this Panel Webinar Recording, where we’ll be joined by John Hoffman, Customer Service Operations Manager at TPU, Todd McGregor, Project Management Office Leader at PEPCO and Craig White, Managing Director at Accenture to discuss:
- The importance of implementing change in the digital transformation
- The effect the digital disruption is having on Utilities running SAP
- Ways utility companies are using software to improve their customer service and keep billing issues at bay, as well as discussing future trends that will impact the industry.
- Advice on delivering successful SAP CIS transformation projects.
Basis Technologies have been working with Accenture, Tacoma Public Utilities and Pepco to reach new levels of customer service. With the help of BDEx TPU have managed to improve billing accuracy and reduce their exceptions backlog by 70% in just a week, you can read the full success story here.
About our Panelists
Todd McGregor, Excelon/Pepco
Todd is currently Director of Customer Experience at Exelon (previously Pepco Holdings, Inc.)
Whilst at Pepco, Todd led the Project Management Office for PHI's project that replaced two existing mainframe based billing systems with SAP's Customer Relationship Management & Billing System for 1.9 million customers on January 5, 2015.
This project won three industry awards, the 2015 Best CIS Implementation award at the CS Week Conference in April 2015, the SAP North American Utilities Better Business Results award in September 2015 and the Southeastern Electric Exchange Chairman's/Customer Service Award in June 2016.
Craig White, Accenture
Craig is currently Managing Director at Accenture, as well as Director of Customer Program Management at Atmos Energy.
Responsible for defining the service experience for Atmos Energy’s 3.2 million utility customers and directing transformation initiatives to achieve service excellence, Craig has lead an organization that implements the customer service strategy across call centers, dispatch, billing, payment processing and collections functions whilst overseeing and directing the implementation of SAP Customer relationship and Billing.
John Hoffman, TPU
John is the lead for the Operations Manager for Contact Center and Billing Office at Tacoma Public Utilities.
These teams deliver segment specific service to 480,000 annual contacts through phone, lobby and email channels in addition to supporting 620,000 annual payments through Lockbox, Pay box, IVR and customer website self-service channels. The Billing (Back) Office ensures timely and accurate billing on over 180,000 accounts.
Trevor Ticehurst, Business Unit Director: Utilities, Basis Technologies
With a great wealth of experience in software development and consulting, Trevor leads the Utilities Practice for Basis Technologies to deliver game changing products to our customers.
Trevor is responsible for the strategy, development and product direction for the BDEx Utilities suite at Basis Technologies, driving improvements in customer satisfaction in the SAP marketplace.