Billing & Customer Care

Integration. Integration. Integration. It’s on the tips of all IT directors’ tongues. How can one product be incorporated with another product while providing a seamless environment for end users? How can two products be integrated without losing key features and efficiencies? Add into that equation the mountains of paper associated with the daily processes for a utility company, increasing competition in the industry, escalating demands for enhanced customer service and growing regulatory requirements and we’ve got a big mess on our hands! IT directors are now faced with the difficult task of balancing new technologies with profit driven interests. One means of answering this challenge is through web services, a software technology that focuses on simplifying the integration between enterprise applications and systems. The key to Web Service integration is breaking down the business processes into small business functions that are implemented as Web Services. Other applications can implement the functionality of these Web Services by making simple calls to the individual Web Service functions using SOAP (Simple Object Access Protocol) and WSDL (Web Service Description Language). SOAP is a protocol for invoking methods on servers, services, components and objects. SOAP codifies the existing practice of using XML and HTTP as a method invocation mechanisms. WSDL works with SOAP to facilitate the exchange of services throughout an application by pinpointing information within business processes. Web services can ‘speak’ to and be ‘called’ by virtually any development language. This allows for easy integration between internal and external applications. Its architecture also allows for users to call their own portals, websites and server processes. These integration capabilities tie in directly with the implementation of electronic document management (EDM) and other software applications common to the utility industry. EDM software enables users to digitally store and index documents for easy access and retrieval. It also promotes accountability and consistency throughout processes via workflow and electronic forms applications, thus allowing for increased control regarding the flow of tasks and documents. Utility companies can benefit from EDM solutions through the reduction of lost documents, the easy accessibility of information, document security, a reduction of costs associated with the printing and storage of documents and increased productivity. The advantages of web services include the reduction of time required to integrate applications with existing infrastructures and an increase in operating profitability. Perhaps the most significant benefit of the integration of web services and EDM into daily processes and existing infrastructures is the enhancement and improvement of customer service. Utility customers benefit from the quick and easy accessibility of documents relating to their accounts. Through this instantaneous access to information, a customer’s inquiry can be answered immediately, eliminating the need for a call back. By utilizing the security features of EDM and web services, utility providers are able to better protect the private information of their customers. The ease of integration contributes to a seamless application for customer service representatives, which leads directly to increased productivity. Integration used to mean headaches for IT directors. Now, through the functionalities of web services, integration equates to a seamless interface for users. Combine the ease of web services and the timesaving benefits of EDM and you have the formula for enhanced customer service at your fingertips.