Axon's mid-market utility customers add new dimensions of customer care

Axon announced strong customer momentum for the SAP for Utilities solutions in the utilities mid-market as Mobile Gas Service, City of Dallas, and the New York Power Authority join the more than 1,100 global utilities customers using SAP software solutions. These additions further solidify SAP for Utilities solutions as the choice for utility enterprises looking to exceed customer expectations of service levels and stimulate growth utilizing enterprise service-oriented architecture...

• Mobile Gas Service, City of Dallas and New York Power Authority utilize SAP for Utilities to fuel growth and reduce costs

JERSEY CITY, NJ, July 9, 2008 -- Axon announced strong customer momentum for the SAP® for Utilities solutions in the utilities mid-market as Mobile Gas Service, City of Dallas, and the New York Power Authority (NYPA) join the more than 1,100 global utilities customers using SAP software solutions. These additions to the growing mid-market roster further solidify SAP for Utilities solutions as the choice for utility enterprises looking to exceed customer expectations of service levels and stimulate growth utilizing enterprise service-oriented architecture (enterprise SOA), a blueprint for an adaptable, flexible and open IT architecture where companies can develop services-based, enterprise-scale business solutions.

Surrounded by competition and changing regulations, utility companies are highly focused on their customers' needs as service level expectations continue to rise and shift in focus. Customers' desire for round-the-clock access to internet and other technologies places increased importance on utility companies' ability to meet customer demand while remaining as flexible and efficient as possible. In addition, today's utilities face ongoing demands from regulatory bodies, as well as constant pressure to raise productivity and lower costs.

The SAP for Utilities set of solutions is designed to help utilities master business processes along the entire asset-centric and customer-centric value chain and across all segments. Mid-market companies continue to adopt SAP for Utilities, which employs more than 30 years of industry experience to deliver true end-to-end process support. Leveraging enterprise SOA through the SAP NetWeaver® platform, SAP for Utilities drives business and market standardization with more flexibility for regulatory changes.

"Growing Axon's exposure with mid-market utilities is an essential part of our continued strategic growth plan. With our innovative approach to working with clients and our highly experienced team of SAP professionals, we can meet the fast changing needs and demands of these utilities," expressed Steve Peck, Axon's CEO of the Americas.

When Mobile Gas needed an integrated platform that could evolve with the speed of their business, they selected the customer interaction center functionality in the SAP Customer Relationship Management (SAP CRM) application. Mobile Gas is SAP's first U.S. utility customer to go live with the web client functionality of SAP CRM. Designed for companies intent on customer-centric business practices such as Mobile Gas, the web client works in harmony with SAP CRM, enabling the customer interaction center to provide a seamless connection between the technical infrastructure of call centers and customer-driven service processes. The application tightly integrates these processes with core business practices and business analytics to support daily end-to-end customer service activities.

"Our customers have different needs and expectations than they did 15 years ago and we need to not only exceed those expectations today, but also anticipate how we can better serve them in the future," said Melanie Berry, Manager of System Implementations, Mobile Gas Service. "SAP understood how to help us better align our IT to meet these needs and adapt to change as technology continues to evolve."

"To achieve our City's vision for a single billing/single invoice environment, Dallas chose SAP as its strategic partner," said Jody Puckett, PE, Director of Dallas Water Utilities and Pay1 Project Executive Sponsor. "In February 2008, we first replaced an aged utilities billing system, and in early September we will be adding approximately 600-700 receivable line items now billed by other departments. Going forward, we will have consolidated various business relationships in SAP's IS-UCCS and be able to manage our customers' data, billing, and collections activities, all in one system."

"Just like their larger counterparts, mid-market utilities need to deliver the same exceptional level of customer service," said David Laker, senior vice president of sales, SAP for Utilities, SAP America Inc. "Utilities are finding more and more that SAP delivers tailored, comprehensive solutions that they need to grow and operate flexibly so they can continue to serve the vital role they play in our daily lives."

Axon is a Business Transformation consultancy that delivers significant business value to large, complex organizations through the innovative implementation of SAP technologies.

###

More in Wastewater