FileNexus™—Powering Customer Service at Cambridge and North Dumfries Hydro Inc.

The traditional management, handling and storage of customer-related files is intensive from both a time and cost perspective. Cambridge and North Dumfries Hydro Inc. was looking for a single technology solution that would help them deliver top tier customer service by dramatically simplifying the entire client support process—FileNexus was their choice to accomplish this task…

“Our Customer Care team operates in a highly regulated environment. We must meet or exceed rigorous service quality requirements when responding to the over 55,000 customer calls that come into our call centre each year. The seamless integration between our Customer Information System and FileNexus has enabled us to improve response times and deliver on our promise of providing reliable, quality customer service.”
Barbara Shortreed, Director, Customer Care & Public Relations
Cambridge and North Dumfries Hydro Inc.

Cambridge and North Dumfries Hydro Inc. serves a 300 square kilometer service territory, including the City of Cambridge and the Township of North Dumfries in Ontario, Canada. In operation since 1906, this local distribution company now provides electricity to over 50,000 customers.

FileNexus gives utilities, both large and small, the ability to capture virtually any type of document from any source (i.e. paper records such as maps, drawings, manuals, electronic files such as host generated reports, client statement streams, IVR recordings, etc.), index and organize them for secure archival, recall and handling—providing a single cohesive repository for all document management, workflow and retention needs.

The utility now captures all customer-related documents in one secure, centralized FileNexus data repository. This information includes applications for service, pre-authorized payment forms, letters, client bills and more. Computer-generated documents (such as client billing data streams) are automatically identified, indexed and archived – while paper files (such as signed documents) are scanned directly into FileNexus. Everything is organized according to user preference and can be recalled and managed directly through the FileNexus user interface screens. CSR’s now have the ability to add notes, forward approvals to other staff and print, fax or email directly from the desktop as required – all with a few clicks of the mouse.

FileNexus is also fully integrated into their Harris CIS host system – allowing for instant record recall directly through their Harris CIS user screens. No separate login to FileNexus is required and, most importantly, they no longer have to go searching elsewhere for other supporting documentation.

With FileNexus, the utility now enjoys significant savings in terms of time and money – while providing faster and more efficient customer service.

Learn more about how other utilities use FileNexus™:

What Can FileNexus Do For You?
FileNexus is easy to pilot, quick to deploy, and is affordable – either by purchase or subscription. Contact Adrienne Middlebrook, Communications Coordinator, by phone at 416-252-4701 x 242 or email for more information on what FileNexus can do for your organization.

About Cambridge and North Dumfries Hydro Inc.
For more information about KW Hydro, please visit their website

Published June 21, 2012.