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 →

Founded in 1913, the Orillia Power Corporation (“OPC”) generates and distributes electricity to 13,000 residential, commercial and industrial customers. The company generates power through 3 waterpower generating stations, the oldest of which dates back to 1917. OPC takes great pride in operating and maintaining these environmentally friendly stations.
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Municipally-owned Hillsdale Board of Public Utilities (“Hillsdale BPU”) provides electricity to approximately 6300 residents. They also provide water and wastewater services to nearly 4000 homes and businesses in the City of Hillsdale, MI and its outlying areas.

Hillsdale BPU was completely reliant on paper files to run its operations. This included verifications, billings, invoices, and payables—all filed alphabetically and by vendor. Documents like cash receipts or billing journals could run to hundreds of pages, making them a challenge to review. Some customer inquiries took 2 or 3 days to answer if staff needed to sift through boxes of paperwork. Continue reading →

For almost 90 years, the residents of the city of Peterborough, Ontario, have been relying on the Peterborough Utilities Group (PUG) for their water and electricity needs.  PUG serves more than 35,000 electricity customers, 28,000 water customers, and employs approximately 150 professional staff and skilled tradespeople.

Increasing workloads, growing regulatory requirements, and a tight budgeting environment were forcing the Customer Service Department at PUG to become a more lean and efficient operation. The Finance Department at PUG had already deployed the FileNexus® Document Management System with great success, so the Customer Service Department looked to FileNexus® to do the same. Continue reading →