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… Continue reading →

KW Hydro’s latest initiative involves underground cable locates. Whenever a customer is planning to do any work on their property which includes breaking ground, they call KW Hydro to identify where wires are buried. The company typically does 15,000 locates per year. Previously, technicians took paper files out, made notes in the field, and then physically filed everything. If anyone needed the information, they’d have to scour through cabinets to find them. Continue reading →

KEYS implemented FileNexus® in Customer Service, where all customer-related documents are immediately available and uniquely associated with the customer account, service address and more. The Application for Service process itself is now fully automated.

Following Customer Service, KEYS’ Human Resources/Payroll department has also deployed FileNexus®, and is using the system to track employee records and training documents, and retiree files including benefits information spanning several decades. They use the system to create and distribute internal memos, where audit tracking allows KEYS to monitor who has read the documents. Continue reading →

With a commitment to providing reliable and efficient service to its customers, Whitby Hydro reviewed its existing Customer Service processes to identify areas for improvement. All customer related documents— applications for service, pre-authorized payment forms, reference letters and more—were being printed and manually filed. Customer emails weren’t being captured in a central repository, rendering them largely inaccessible for use by frontline staff when dealing with customer inquiries. Finally, the utility was printing, storing and manually sorting through a huge number of text reports generated by their financial system. Continue reading →