National Energy Supplier

Project Subscription managementSector Energy

Context

Subscription management lived in the supplier’s internal solution, but requests arrived through every channel: online form, mail, customer service call. Each followed its own path before reaching the management system, and billing sometimes worked from an already outdated contract state. A relocation declared online took several days to propagate, and the new property’s meter reading was manually attached to the right account. Discrepancies surfaced on the invoice — so at the customer’s end.

Challenge

Converging several entry channels into a single processing path, on a scope where a contract error becomes a billing error — and where a billing error becomes a dispute. Every change of circumstance touches contract, delivery point and billing at once: all three must move together or not at all.

Objectives

Unify handling of subscriptions, changes and cancellations whatever their channel.
Anchor the path to the internal solution rather than creating a second one.
Have billing read the actual contract state, not a dated copy.
Attach meter readings automatically to the correct subscription.
Reduce the delay between a customer request and its billing effect.

Subscriptions, contract changes and cancellations follow a single path, from form to management system. Billing reads the actual contract state, and a relocation propagates to the delivery point without manual intervention.

Areas of expertise

Energy Billing & Pricing Engines
B2B/B2C Consumer Portals
Business Operations & ERP