CUSTOMER CARE AND BILLING
MECOMS™ integrates customer self-servicing, smart user interaction design and fast invoice processing to increase efficiency and customer satisfaction.
Customer care staff is empowered to handle complex situations in fluent workflows. Dynamic rules make it easy to customize MECOMS™ for specific situations.
Proven Microsoft technology
MECOMS™ is built upon Microsoft Dynamics® AX. The interface is instantly familiar to any Microsoft Office user. Due to tight integration with Microsoft Office, data can be easily imported, exported and used around the entire organization.
Customer Interaction Channels
Differentiation is vital to successfully sell a commodity in an increasingly liberalized market.
Competing on price is difficult to sustain and green energy has become ubiquitous. Therefore, customer bonding is essential to build a durable competitive advantage in a volatile market.
MECOMS™ offers several exciting tools to:
- attract new customers through innovative channels
- and retain them through increased customer intimacy
Customer Interaction Channels include:
- Call Center, Distributor, front and backoffice functionality
- MECOMS™ Energy Portal offers selfservice functionalities for customers.
- An Interactive Voice Response (IVR) system for rapidly answering basic customer questions.
- MECOMS™ Surface offers a futuristic subscription method for "brick-and-mortar" sales outlets.
- The MECOMS™ Set Top Box lets customers interact with their utility provider through a digital TV application.
- Mobile/SMS interface using the MECOMS™ webservices
CRM
MECOMS™ CRM offers customer care staff a 360° cockpit view. They get a quick and complete view on all information related to a customer: meter readings and consumptions, contracts, invoices, payments, installations, repair, maintenance, and more.
A state-of-the-art screen enables real-time completion of any process, including Move-In/Out or a change of contract procedures, while the customer is on the phone. It includes final invoice, contract creation and catch up of payment advances This reduces call times and improves customer and employee satisfaction.
Wizards and workflows empower users to carry out all other utility processes, such as address changes, meter reading requests or customer transfers. This intuitive, user-friendly interface reduces training costs and drastically increases staff productivity.
Users also appreciate the possibility to customize their screens. They can remove elements and rearrange the lay-out, without interfering with colleagues. Customizable smart filters offer dynamic selections from any dataset.
Sophisticated data editing
Permissions for groups and users can be fine-tuned on several levels, down to single forms or fields. All modifications in the system are logged and easy to trace back to individual users.
Data in MECOMS™ is also time-sliced. Each value has a beginning and an end date, and previous values are always retained. This makes it easy to enter upcoming changes or revert to a previous situation. For example calculating an invoice correction with the correct tariff active on that date. It also provides a thorough audit trail.
Contracts and Billing
MECOMS™ Contract Management allows creating complex contracts with customized tariffs for specific customers or customer groups. The exact products being billed, such as green energy or waste water, are specified in the customer’s contract.
Specific aspects of a contract are seamlessly taken into account by the MECOMS™ Billing module. Scheduled and on-demand meter readings are handled automatically. Future price changes are used for calculating advances.
The billing engine calculates invoice-lines on-the-fly, as meter and consumption data enters and flows through the system. Because work has been prepared in the background, the billing run is very fast, even when generating millions of invoices.
Credit Management
MECOMS™ Credit Management automates the matching of open invoices with incoming payments. It is based on dynamic, configurable rules. Ambiguous payments are flagged to be reviewed by the staff. This "management by exception" approach allows the staff to focus on these cases that actually need their attention.
Non-paying customers automatically receive reminders. A list of customers who still fail to pay can be sent directly to a credit-collector agency.