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Asseco and Microsoft jointly developed a power industry solution

AUMS-CRM is a software solution dedicated to the power industry, delivering all the key functionalities required to properly handle the processes of selling and billing electricity to consumers.

AUMS-CRM is a software solution dedicated to the power industry, delivering all the key functionalities required to properly handle the processes of selling and billing electricity to consumers. It was developed by integrating the Asseco Utilities Management Solutions with Microsoft Dynamics CRM. The solution features a modern billing system and an array of functionality to support professional and comprehensive customer service. Owing to its flexibility and open architecture, AUMS-CRM allows for easy integration with other systems as well as for adding new functions without disruption to ongoing business processes.


“Our cooperation was necessary in order to create a comprehensive offering for power companies because no single supplier possessed a technology that would satisfy all the essential needs and requirements of the industry. Therefore, Microsoft embarked on a partnership with Asseco, which has a well-established leading position in the market of IT solutions for the utilities sector. The rationale behind such cooperation seems pretty clear given that almost 60 percent of all electricity bills in Poland are generated from the proprietary billing systems implemented by Asseco. Owing to the above and a truly open approach, Asseco and Microsoft decided to integrate their IT solutions in order to provide the suppliers of electricity with an integral technology tailored to their needs,” said Jarosław Szymaniuk, Director of Sales to Industry & Utilities Sectors at the Polish division of Microsoft.

 

Customer service has become more important than ever in the power industry. Liberalization of the energy supply market allows the customers to change their electricity providers thereby creating an arena for competitive activities.  Hence the success of power firms is increasingly conditioned by their innovative approach to the sale of electricity in a competitive environment. Their effectiveness depends, to a large extent, on the ability to offer and promote new products and services, attract new customers, as well as to build customer loyalty. Furthermore, electricity sellers will have to face the problem of deregulated prices for retail customers. Operating in a competitive free market, just as other industrial companies, they will be subject to evaluation by consumers, who demonstrate increasing awareness in choosing their suppliers.


 
Such competitive environment requires electricity providers to implement new processes in their organizations, which may be facilitated by innovative information technology solutions. The integrated AUMS-CRM solution supports the customer service and billing processes, while adapting both to the seller's individual product policies and non-standard settlement methods, in particular in the domains of:
- Sales and Customer Retention;
-  Billing and Receivables;
- Customer Service;
- Offering Management.


The CRM and AUMS systems have been integrated at the file level of customers, contracts, products, implementation of processes and workflows, taking account of the steps and actions in both the systems, providing complete information on the actual status of operations performed.

 

“Asseco has got vast experience in building and deploying customer service systems for the utilities sector. Aiming to leverage on our know-how, we quickly decided to responded to this new market demand and support the power suppliers by offering them a dedicated solution that combines comprehensive end-customer services with our state-of-the-art billing software,” said Tomasz Bendlewski, Director of Power and Gas Industry Division at Asseco Poland. “We needed to select an optimal CRM solution. Having analyzed the market alternatives, being convinced by positive customer references and a high assessment by Gartner analytical company, and taking into account the ease of integration, we chose Microsoft technology. While developing the AUMS-CRM solution we benefited from synergies between Microsoft’s fully configurable Dynamics CRM system and Asseco’s proprietary billing system, which is rooted in the realities of the Polish law, industry regulations as well as in the local business context. In our opinion, the integration of both the solutions gives AUMS-CRM a major competitive advantage over other systems of this class available in the market,” he added.

 

Given the role played and challenges to be faced by a seller on the power supply market, it is absolutely critical to gather and manage information on customers. In order to provide a comprehensive customer service, one needs to have full knowledge of the client, which cannot be dispersed. So far the main source of customer information were billing systems that, apart from handling the client settlements and financial operations, were also used to support the customer service processes. In the new business conditions, effective acquisition and retention of customers has become the foremost challenge for the energy sector. Therefore, neither CRM nor billing systems should be operated in isolation from each other. Owing to their integration within the AUMS-CRM solution, an employee obtains a complete image of the client being served.

The solution supplied by Asseco Poland brings together the functions of a system for handling and analysis of events involved in customer relationships (CRM) and a domain management system (AUMS). Being furnished with a multitude of interfaces, the solution is able to exchange information with other domain systems and the entire IT environment, and thus can be seamlessly integrated into the corporate architecture of any modern power supply company.

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