Photo (Gamuda) - Sungai Selangor dam system
Malaysia's Selangor state-owned water operator, Pengurusan Air Selangor (Air Selangor), is to enhance it customer services with a digital transformation (DX) of its legacy customer relations and billing systems.
During the kick-off ceremony (January 9, 2017) with India-headquartered Tech Mahindra ICT Services (Malaysia), Suhaimi Kamaralzaman, Air Selangor's chief executive officer, said the project will involve the development of a "new Customer Relationship Management (CRM) and Billing System capable of delivering a fully integrated end-to-end effective customer service."
Suhaimi explained the story behind the digitisation initiative. "After taking over Syarikat Bekalan Air Selangor (SYABAS) in October 2015, we realised that the company was operating with a decade old fragmented proprietary legacy system for customer relationships, billings and all other services related systems."
"In order to fulfil the new online requirements and cater to customers' expectations as well as provide highest standard of services, we have no other option but to make way for a more dynamic, robust and world-class system to steer Air Selangor towards being a leading water operator in the region," he said.
Suhaimi confirmed that Tech Mahindra has been appointed as the system implementation partner for the new system, which runs on Oracle software.
Photo - Air Selangor, Tech Mahindra announce the digitisation project
Adding to the project narrative, Manish Goenka, vice president and head - Enterprise Business, ASEAN, Tech Mahindra, expressed delight with helping Air Selangor on the digital transformation journey "to improve customer experience and drive enhanced services for their customers. We will leverage our deep rooted service delivery capability from the Cyberjaya centre and our global expertise in the Utilities space for this engagement. As a digital transformation specialist we look forward to a long-term relationship with a progressive water utility organisation."
Goenka said that for the next 12 months, data cleansing, hardware and software configuration, network management, integration, data migration as well as parallel and mock-runs will be undertaken before the launching and implementation of the systems in early 2018.
He said the new billing platform will feature a CRM system that integrates with the call centre to deliver better customer services.
In addition to a one-stop billing platform that should end "controversial billings and bureaucratic account processes," the system will be fully equipped with customer information, detailed water billing data, comprehensive customers' contact address and mobile phone numbers to allow dissemination of quick announcements through short messages service (SMS) to accountholders. Customers will be also able to access online billing and service information through smart phone applications and web applications.
"When completed, Air Selangor will be the first water operator in Malaysia to use this world-class CRM and Billing systems," said Air Selangor's Suhaimi.
The new CRM and billing systems should be operational by early 2018 and will serve more than 10 million customer accounts in Selangor, Kuala Lumpur and Putrajaya.
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