Illustration: A Utility
utility company might install a MitemView
solution as shown in the schematic below. In this case,
four different user communities-Customer service representatives
(CSRs) in call center, back-office administration staff;
field engineers at remote depots, and actual customers-access
services from the following enterprise applications:
marketing, billing, customer service, and works management.
This utility has deployed MitemView to provide specific
points of integration for each user community.
call center CSR works at a desktop PC running MitemView
and a custom Visual Basic application that provides
a consistent, graphical front-end to the utility's enterprise
systems. MitemView communicates with the appropriate
host system(s) in real-time as each transaction is processed
and presents the CSR with data in a single composite
customer-facing CSRs handle many different queries,
requiring information from multiple systems. Pre-MITEM,
a change of address transaction required manual updates
to the customer information and billing systems; a "notice
of disconnection" required a job to be scheduled
via the works management system and updates to the customer
and billing records. With MitemView, such updates are
performed automatically, freeing CSRs for other tasks.
Additionally, during any customer interaction, CSRs
can access the marketing system to bring new products
or services to the callers' attention.
MITEM's Customer Service
Framework, designed specifically to enhance the
call center environment for public utilities.
Example: Payments Via Kiosks in Retail Locations
other energy utilities seeking to cut costs and improve
service, Entergy closed its satellite business offices
and decided to deploy a solution that allows customers
to pay their bills at a local grocery or convenience
store or gas station.
the tough job of posting payments to one of its four
customer information systems in real-time, Entergy decided
on MITEM's integration solution. Entergy chose MitemView
because of its non-invasive approach to legacy integration
that does not require modification of the existing CIS
software. MITEM's professional services team was able
to prototype Entergy's system requirements in just two