Customer service heats up at Jemena with SAP Cloud for Customer

All sales processes aligned through one centralised, customer-centric system

Sydney, AustraliaSAP today announced Jemena, an Australian energy infrastructure organisation, has selected the SAP Cloud for Customer solution to support its restructured process lines across its major assets – electricity, water and gas – as it looks to deliver a richer and deeper customer experience.

The partnership with SAP enables Jemena to focus its customers through one streamlined model. Thanks to SAP Cloud for Customer, marketing, sales and customer service teams can now deliver a consistent customer experience as well as gain deeper insights into who their customers are and what services they require. Additionally, with the mobility features of SAP Cloud for Customer, marketing, sales and customer service teams can assist with customer enquiries wherever they are, providing a greater level of customer service.

In placing technology at the heart of the organisation, Jemena CIO Cameron Dorse is enabling a transformation in how key services are delivered to customers.

“At Jemena, our customers are at the heart of everything we do. Millions of Australian households and businesses rely on us to deliver energy and water services safely, reliably and efficiently every day,” Mr Dorse said.

“To maintain our customer focus and maximise opportunities for growth in a rapidly changing business environment we made improvements to our business processes, which meant re-evaluating our IT platforms.

“We teamed up with SAP to deploy its user-friendly Cloud for Customer interface due to its ability to cater to our timelines and delivering the exact functionality we needed.”

SAP Cloud for Customer allows Jemena to access information and manage tasks while on site with customers, saving significant amounts of time and increasing productivity. The interface also provides Jemena with a platform to share and record customer details.

Jemena’s General Manager Customer Service Erin Chain said the SAP Cloud for Customer solution helps drive a deeper understanding of the business’ customers and their needs so Jemena can provide targeted, timely and efficient services.

Tony Armfield, Chief Customer Officer, SAP Australia and New Zealand, said, “Understanding and responding to the needs of its customers is at the core of Jemena’s business. Through SAP Cloud for Customer, the organisation can now get closer than ever to its customers anytime, anywhere with a truly mobile experience.

“We’re seeing a significant increase in demand for SAP Cloud for Customer as more Australian organisations seek simplicity and speed. It also has the ability to integrate quickly with existing IT investments.”

“When it comes to our IT, we want to ensure we’re adopting best practice. Through working with SAP, we know we can access the experience and resources to achieve best performance and efficiency,” Mr. Dorse added.

SAP used its rapid deployment approach to set up the SAP Cloud for Customer interface for Jemena, which ensured the implementation took just eight weeks to complete.

About SAP
As market leader in enterprise application software, SAP (NYSE: SAP) helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device – SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable more than 282,000 customers to operate profitably, adapt continuously, and grow sustainably. For more information, visit www.sap.com/australia.

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For more information, press only:
Simon Gomes, +61 400 422 069, simon.gomes@sap.com, AEST
Ewen Doddrell, +61 416753240, ewen@howorth.com.au, AEST

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