J.D. Power Winning Utility Selects SAP to Maintain Outstanding Customer Service and Facilitate Emerging Business Needs
ORLANDO, Fla. — SAP America, Inc., a subsidiary of SAP AG (NYSE: SAP), today announced that E.ON U.S, which owns and operates Louisville Gas and Electric Company and Kentucky Utilities Company, has selected SAP software to support its Customer Care System (CCS) Project, the utility’s largest ever IT transformation project. The CCS Project will see the replacement of the company’s disparate legacy customer systems to create a strategic foundation for excellence in customer service and emerging business needs. E.ON U.S. will use applications from the SAP® for Utilities solution portfolio, aligned around SAP’s enterprise service oriented architecture (Enterprise SOA), to maintain outstanding customer satisfaction and improve the effectiveness of managerial reporting. The announcement was made at the CIS Conference 31, being held in Orlando, Florida, May 21-24.
The company has begun its SAP implementation and expects to finish the project during the first quarter of 2009. E.ON U.S., which serves approximately 929,000 electric customers and 324,000 gas customers throughout Kentucky and five counties in Virginia, provides some of the lowest-cost energy in the U.S. to industrial, commercial and residential customers. It also routinely achieves best-in-class customer satisfaction ratings among all Midwest utilities. E.ON U.S. conducted a comprehensive analysis of its core business processes to identify opportunities and harmonize business processes.
E.ON U.S. Senior Vice President—Energy Delivery, Chris Hermann, together with Senior Vice President—Information Technology, Wendy Welsh, note that the implementation clearly demonstrates the importance of ensuring that the company’s customers continue to receive award-winning service. It also shows the strong need for a system that can meet E.ON U.S. business needs more effectively by allowing for greater flexibility and more stability than the current Customer Information Systems offer. “By implementing the SAP Customer Care System,” said Hermann, “E.ON U.S. will continue to maintain outstanding customer service as it replaces aging CIS infrastructure.”
“The CCS Project is vital to our continued success as a leader in customer satisfaction,” said Welsh. “As the largest IT project in E.ON U.S. history, it will provide a solid platform well into the next generation as we continue to enhance our efficiency and service delivery.”
Through the rollout of the CCS Project, building on SAP applications, E.ON U.S. expects to:
- Maintain outstanding customer service-maintain excellent service call response time and on-time delivery of electric and gas services through leveraging newer technology and adopting industry best practices embedded within the software
- Implement one Customer Care System across both companies-replace aging IT infrastructure and modernize and standardize business processes
- Facilitate emerging business needs-provide a flexible platform for emerging needs and increase database capacity to accommodate future growth.
“E.ON’s relationship with SAP further demonstrates that the world’s leading utility companies continue to rely on SAP and its more than 30 years of success in the utilities sector to understand and scale to their technology needs both today and in the future,” said Chris Camino, senior vice president and general manager, Utilities, SAP Americas. “SAP is focused on enabling utilities to be more future-ready by providing more interactive, highly adaptable enterprises that can provide the fastest, most efficient products and services to their customers.”
About CIS Conference
The mission of CIS Conference, Inc., is to plan and deliver professional, unbiased, educational opportunities in a cost-effective manner for the electric, gas, water/wastewater utilities, cooperatives and municipalities throughout North America and the world.
About E.ON U.S.
E.ON U.S., headquartered in Louisville, Kentucky, U.S.A., is a diversified energy services company. E.ON U.S. owns and operates Louisville Gas and Electric Company, a regulated utility that serves 324,000 natural gas and 398,000 electric customers in Louisville and 16 surrounding counties, and Kentucky Utilities Company, a regulated electric utility in Lexington, Kentucky, U.S.A., that serves 531,000 customers in 77 Kentucky counties and five counties in Virginia. For more information, please visit http://www.eon-us.com
About SAP for Utilities
SAP for Utilities employs over 35 years of industry experience to deliver end-to-end processes through all vital utilities-specific business domains, market roles and supply services. The software drives efficiencies and provides more flexibility to transforming utilities markets by using Enterprise SOA and SAP NetWeaver. More than 1,150 utilities in over 70 countries run solutions from SAP in areas including customer relationship & billing, extending business processes into advanced metering infrastructures, market communication, technical asset management for generation and T&D, sourcing and procurement, enterprise management, as well as midsize municipal utility and water services. (Additional information at www.sap.com/industries/utilities/)
SAP is the world’s leading provider of business software*. Today, more than 39,400 customers in more than 120 countries run SAP® applications-from distinct solutions addressing the needs of small businesses and midsize companies to suite offerings for global organizations. Powered by the SAP NetWeaver® platform to drive innovation and enable business change, SAP software helps enterprises of all sizes around the world improve customer relationships, enhance partner collaboration and create efficiencies across their supply chains and business operations. SAP solution portfolios support the unique business processes of more than 25 industries, including high tech, retail, financial services, healthcare and the public sector. With subsidiaries in more than 50 countries, the company is listed on several exchanges, including the Frankfurt stock exchange and NYSE under the symbol “SAP.” (Additional information at http://www.sap.com)
(*) SAP defines business software as comprising enterprise resource planning and related applications such as supply chain management, customer relationship management, product life-cycle management and supplier relationship management.
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