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Customer Information System Case Study

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Enbridge fortifies CIS with HP Integrity platform
Business situation
Prompted by steady growth and a desire to serve customers better, Enbridge Gas
Distribution Inc., Canada’s largest natural gas utility, wanted to modernize its legacy
Customer Information System (CIS)
As the company’s revenue engine, the CIS calculates and processes customer bills.
Enbridge wanted to add more functionality to the system and a richer customer relationship management (CRM) function. Making these changes on the existing IBM mainframes computer would have been onerous, time consuming, and not cost effective. Enbridge generates more than 2 million bills monthly by aggregating information from meter reading and other management systems. Batch processing the core …show more content…

This innovation supports new functionality that improves quality of customer interaction and satisfaction.
• Empowers business processes with direct control related to customer service
•Make available a platform for further business innovation and service improvements offered to customers4
Impact of the Innovation
A Customer Information System (CIS) is critical to ensure customer satisfaction and meet complex billing requirements. A CIS manages account, consumption and billing data, and delivers a distinct solution for tracing all interactions with your customers.
Customer Information Systems of today are far more complex and intuitive than
4 www8.hp.com/h20195/V2/getpdf.aspx/4AA3-1817ENW.pdf?ver=0
8 | P a g e earlier traditional utility billing systems. Having a recently updated Customer
Information System (CIS) allows company to build the kind of customer relationships needed to maintain and thrive in today’s ever competitive marketplace. The right CIS can do wonders for utility company and make it easier for Enbridge Company to:
 Track Customer Information
 Manage Customer Relationships
 Generate …show more content…

Torbay Hospital renders services to a local population of approaching 300,000 people; in addition to around 100,000 visitors at any one time throughout the summer holiday period. The Medical assets Support Services at Torbay Hospital manage over 10,000 medical devices. The need was to find an appropriate RFID tracking solution that could locate medical device in the medical equipment library and wards of hospital.
The Torbay hospital in exploration of finding a system that required smallest investment in the IT network and offered a low total cost of ownership.
Harland Simon installed a solution using Active RFID tags to track medical devices such as infusion pumps, bladder scanners and other equipment in the medical equipment library.
Types of Innovation
This RFID innovation is consider as process innovation. The regular process of searching a device is shifted from manual to computer aided searching

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