A commission that regulates over 400 electric, telephone, water and gas utility companies and districts needed to improve business agility through a modern technology solution
The Challenge
Our client sought to transform a legacy paper-based Complaint & Case Management System with the help of a strategic partner like HCLTech. Their objective was to implement a user-friendly, modern technology solution that would:
- Reduce huge amounts of paperwork and hard-copy documentation
- Reduce the substantial business risk of data loss
- Improve agility and adaptability to digital technologies
Transformation
We developed an integrated digital platform to go paperless and provided an enhanced user experience with a new case management system which:
- Removed hard-copy dependency and resolved challenges related to searches for specific documents and resolution tracking details
- Reduced manual effort and helped resources focus on more strategic workflows
- Provided features like new case notifications, the addition of comments, digital approvals, electronic search, direct links to case access and expedited document accessibility.
The Impact
- $5M+ in OPEX savings
- 98%+ reduction in carbon footprint (paperless solution)
- 100% elimination of manual errors
