20 August 2013 – The Swaziland Electricity Company (SEC), which is responsible for the generation, transmission and distribution of electricity in Swaziland, selected Sage CRM to help streamline its operations and customer service divisions. AccTech Systems was selected as the technology partner for the project.
“Whilst SEC has always managed the technical challenges related to the supply of electricity, the application process for electricity connection and supply was predominantly a manual process,” Bongani Ntshangase, marketing and commercial manager for SEC, says. “Paper application forms were completed at the various branches after which they were sent to the marketing office in Manzini for processing. These forms were not stored in any kind of electronic format until the electricity service was ready to be connected. As a result our customers would receive up to six different reference numbers as they go through the electricity connection and supply process.”
SEC’s customer call centre at its head office in Manzini was faced with some challenges as a result of the manual paper processes. “The lack of visibility of the customer information meant it was extremely difficult for our call centre agents to effectively manage and process cases relating to applications or electricity outages and notifications of illegal activities such as cable theft and illegal connections.
“The national energy regulator established a new set of standards which SEC has to comply to,” Tertius Zitzke, CEO at AccTech Systems, says. “These standards together with a new customer service charter has set SEC a stringent set of targets in relation to customer service, query resolution, speed of electricity supply and outage management. Once fully deployed Sage CRM will assist SEC to ensure that these standards and service levels are conformed to and it will allow SEC to accurately report on its performance against these various standards and service levels.”
Sage CRM was implemented as a single access point for all information relating to a specific customer. “Information from the billing, prepaid, ERP, GIS, outage management and receipting systems will be integrated into Sage CRM in order to provide the call centre with full visibility of the customer lifecycle. Sage CRM will also be the entry point for the capturing all new customer data directly at the branches, eliminating the need for manual application forms,” Ntshangase says.