A streamlined collection process at Alliander
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We believe in successful projects and even more in successful customers. The implementation of SAP software must take place within the lead time, scope and budget. But does this also mean that your organisation will automatically be more successful?
Customer since
2006
"We now have a streamlined collection process, which gives the collection team more overview, a lower workload and allows them to work more efficiently."
Smooth processes
Alliander develops and manages energy networks. More than 3 million Dutch households and companies receive electricity, gas and heat via the cables and pipelines. Alliander does this in the interests of society to keep energy reliable, affordable, and accessible for everyone. In total, the network company serves about 3.3 million customers. A huge number, which requires smooth processes. The same is true when it comes to the collection process. This must be done efficiently, with as much overview as possible for employees and the lowest possible workload.
A complex whole
Alliander’s Debt Collection Expertise Center (ECI) already worked with SAP CX for handling customer questions and complaints, and SAP IS-U for invoicing. In addition, they worked with a separate Credit Management tool, with reports from a Data Square. A complex landscape of applications, which did not benefit the overview. Arthur Bennink, team leader Debt Collection at Alliander: “We wanted to move towards an integrated collection process.” To achieve this, they enlisted the help of Acorel.
Project completed earlier
The data from the Credit Management tool was transferred to SAP CX. Then the Data Square server was shut down. The collection team now only works with SAP I-SU and SAP CX. That makes for simplicity. They also benefit from automated processes, which saves time. Thanks to good cooperation between IT and the business, the project was even completed a month ahead of schedule. Bennink: “Acorel’s consultants provide well-founded advice and do what they promise.”
Work out of your hands
The employees of the ECI also must deal with customer questions. Roel Rutten, senior SAP consultant at Acorel: “We have integrated these customer questions into SAP CX. In this way we have bundled the workload.” The project team also looked at the contact moments between the ECI and the customer. Rutten: “These moments turned out not to be effective, simply because they were too early in the process. We have therefore moved the moments backwards and that is now bearing fruit. Fewer contact moments are needed, which relieves the debt collection team of work.”