Success Story
Baltimore Gas & Electric uses MITEM's software to revitalize legacy CIS
See the Baltimore Gas & Electric success story

Success Story
American Electric Power uses MitemView to power its call center solution
See the American Electric Power success story

Success Story
Central Maine Power's CIS is made possible using a MitemView application
See the Central Maine Power success story

Success Story
Oklahoma Natural Gas delivers excellent customer service with MitemView
See the Oklahoma Natural Gas success story

News Article
'Take IT to the Streets' - article on Entergy from Utilities IT Magazine
See the Entergy news article

Case Study
Chartwell CIS 2002 case study on Allegheny Power
See the Allegheny case study

Case Study
Chartwell CIS 2002 case study on Duquesne Light
See the Duquesne Light Co. case study

News Article
AMR Research extract on American Electric Power's use of MitemView

See the AMR Research article on AEP


Industry Article

Chartwell's Best Practices for Utilities & Energy Companies: read how MITEM helped BGE achieve this amazing turnaround.

 
See the Auila Press Release

 

Public Utilities

Illustration: A Utility Company

A 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.

Each 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 view.

 

The 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.

Read about MITEM's Customer Service Framework, designed specifically to enhance the call center environment for public utilities.

Another Example: Payments Via Kiosks in Retail Locations

Customer: Entergy

Like 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.

For 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 days.

 



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