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Hey everyone! Welcome to GreenMonk TV, we're at the SAP for Utilities event in Huntington
Beach and I'm here with --
Mark Doyle.
And Mark you are?
I am the Chief Information Officer at the Metropolitan Utilities District in Omaha,
Nebraska.
Tom Raftery: Okay, and what do the Metropolitan Utilities District do?
We're a public utility in the Mid-West and we serve about 225,000 households in around
the Omaha area. We provide natural gas and safe, reliable, economical, drinking water.
Very good.
I always have to put that in there.
Excellent. So you received a prize yesterday. Can you tell us a little bit about that?
Yeah, we were recognized for the best mid-size utility in terms of SAP implementations. We
are very honored to receive that recognition and appreciate being here and networking with
that tag on our back, it's been a very nice thing to have here in this large group of
utilities.
And what was the prize for?
We recently upgraded our SAP systems to be fully integrated with the full ERP, CRM, CRB
suite of products. There was a multi-year project that culminated and went live on June
3rd of this year.
Okay and how will that benefit your organization and your customers?
Well in Omaha, Nebraska the public utilities might not be viewed as state-of-the-art but
we want to dispel that myth. We are now in a position with these tools to be as good
as anyone in terms of customer service and effective delivery of these public services
which are so essential to the lives of the folks living in our area.
And what kind of things will it help your customers do?
Well, number one a mobile work force that's real time enabled to the back office can effectively
serve our customers, make it a safer environment; we have locators, make it a more genuine environment,
we have collectors out unfortunately shutting people off, so we think we can more genuinely
serve our customer base, that's on the mobility side.
Our customer service center will be moving toward all of the things that any customer
service center does. I'll use Amazon as an example. We should be able to be as good as
any customer service center. Everybody wants things quickly, effectively and accurately
and even more than that, they want things in many different ways.
So we think it's all about serving our customers and running as effectively and as effectively
as possible.
And are you interacting with customers now using social media?
Yes, we are. We have a website that rolled out right along with our implementation in
June, a new website, we now have a Facebook presence and a Twitter presence and that's
been a very good experience for us and for our customers that choose to use that channel.
Super. Mark thanks a million for talking to us.
Thank you, very much.