About Hydro One

Hydro One Incorporated delivers electricity across the Canadian province of Ontario.

Hydro One is a holding company with four subsidiaries, the largest being Hydro One Networks. It operates 97% of the high voltage transmission grid throughout Ontario, and serves 1.3 million customers in rural areas across the province in its capacity as Ontario's largest distribution utility.

Key Challenges

After implementing IS-U, Hydro One needed a solution to help manage their billing issues and regain control of an exploding exceptions backlog and increasing ACH times.

They needed to improve customer satisfaction following problems with erratic billing and overbilling, a lack of meter readings and malfunctioning smart meters.

But without a complete picture of their exceptions backlog, they were unable to address the root causes of issues or focus on new, high priority cases.

How did we Help

Capgemini recommended Basis Technologies’ BDEx suite of BDi Apps (Customer Centric Hub, BPEM Closure Control and Dynamic Work Center) as a proven, out-of-the-box solution with a modern user interface which could be deployed quickly and offer a substantial cost savings.

Without a tool to help, they were looking to employ additional call center agents to deal with their unprecedented volume of complaints.