Case Study: Contract Management Software Improves Customer Experience
Posted by Melanie Aizer on Fri, Jul 08, 2011 @ 10:49 AM
Here is a snapshot of our latest customer success story featuring Hydro Ottawa, the third largest municipal electricity distribution company in the province of Ontario.
"Implementing Agreement Express has allowed us to expand the suite of online services we offer our customers, through our convenient and secure customer portal, allowing them to manage their own account anytime.”
- Linda Larocque, Supervisor of Customer Experience for Hydro Ottawa
QUICKFACTS
Company
• Name: Hydro Ottawa
• Location: Ottawa, ON
• Industry: Utilities
• Employees: 560
• Customers: Over 300,000
• Revenue: Net income of $29.1 million in 2010
Customer Profile
Hydro Ottawa Limited is a wholly owned subsidiary of Hydro Ottawa Holding Inc., and the third largest municipal electricity distribution company in the province. Hydro Ottawa is responsible for the safe, reliable delivery of electricity to more than 300,000 residential and business customers in the City of Ottawa and the village of Casselman.
Application Description
Hydro Ottawa implemented Agreement Express™, Recombo’s contract management software to automate the enrollment process for their pre-authorization payment programs.
Implementation
Hydro Ottawa implemented Agreement Express in October 2008.
Business Challenges
• Labor and paper-intensive enrollment process for payment programs
• Significant paper and storage costs
• Missing information and errors data-keying from returned customer forms
Objectives
• Improve customer experience
• Reduce operational costs
• Improve business processes
Results
• Improved customer satisfaction by implementing an easy online enrollment process
• Reduced operational costs by eliminating the need for expensive paper and storage
• Improved productivity by freeing up resources
