PUC Services uses FileNexus® to save time and streamline Customer Service

PUCPUC Services Inc. (PUC) provides utility services to more than 33,000 customers in Sault Ste. Marie, Ontario and the surrounding area. The company was looking for a way to improve efficiency and cut costs in the Billing and Customer Service Departments. 

FileNexus Fast Facts

PUC Client Services Benefits:

  •  Much Faster Call Resolutions: Significant savings in CSR call resolution time.
  • Significantly Less Staff Time: Total savings of more than 5+ hours per day on call resolutions alone.
  • Integration with existing web portal.
  • Easy client reference to smart meter data and ‘time-of-use’ billing.

Like many utilities, PUC Services was relying heavily on printing and manually filing all their incoming and outgoing documents and still working with microfiche – a process that could take up to seven business days to complete. The Billing and Customer Service Departments also answer approximately 4,000 calls per month, resulting in a large amount of employee time spent on customer phone calls.

PUC turned to the FileNexus® Document Management System to capture, archive, and manage all customer related data including applications for service, preauthorized payments, letters of reference, invoices, underground locates, field work record, meter locates, and anything related to the customer account. Additionally, FileNexus® auto-categorizes their files and folders and logically organizes them in the way PUC does business.

“Being able to get information at our fingertips that much sooner has saved us a couple of weeks per request. FileNexus® represents a pretty significant time saver.” – Jennifer Robert, Supervisor of the Billing Department, PUC Services Inc.

Reports are now e-printed directly to FileNexus® from PUC’s existing eCare solution where they are captured, indexed and archived for storage and e-distribution. The system stores them in their original file format and as PDFs for universal access.

“Moving to FileNexus® was a very smooth change and was very simple. They were able to guide us through implementation and offered many suggestions on how we could find time savings in so many areas.” – John Cesco, Manager of Billing and Customer Services, PUC Services Inc.

Through integration with their existing eCare solution, FileNexus® gives CSRs instant access on their desktops to all customer data. They no longer have to get off the phone to reprint orders or search for relevant files in the storage room. PUC estimates that FileNexus® has saved them 133 hours in call resolution time per month. The total savings – 5+ hours per day – is nearly a full day of an FTE’s time.

“In today’s environment we don’t have time to deal with problem software. FileNexus® is the most reliable software that I have ever dealt with.” – John Cesco, Manager of Billing and Customer Services, PUC Services Inc.

Ongoing and upcoming projects:

• PUC plans to move ALL their customer contracts into FileNexus®.
• Scanning and archiving customer contract and order information into FileNexus® using bar codes for remote location LDC Espanola.
• FileNexus® is being integrated with Cayenta, their Enterprise Resource Planning (ERP) system, which is used by all departments. Purchase Requisitions, Procurement, Implementation, Preventative Maintenance Routines, Payments, etc., all stages are integrated with FileNexus®.

For more information about PUC Services Inc., please visit www.ssmpuc.com.

See FileNexus® in action:

[videojs_video poster='http://www.filenexus.com/wp-content/uploads/2015/01/Cayenta-Portal-video-pic-copy.jpg' url='/media/html5/mp4/Cayenta-Portal.mp4' webm='/media/html5/webm/Cayenta-Portal.webm'] FileNexus linked with Web Portal [videojs_video poster='http://www.filenexus.com/wp-content/uploads/2015/01/Cayenta-FMS-video-pic-copy.jpg' url='/media/html5/mp4/FMS-Video.mp4' webm='/media/html5/webm/FMS-Video.webm'] FileNexus linked with Financial System [videojs_video poster='http://www.filenexus.com/wp-content/uploads/2015/01/Cayenta-UMS-video-pic-copy.jpg' url='/media/html5/mp4/UMS-Video.mp4' webm='/media/html5/webm/UMS-Video.webm'] FileNexus linked with Customer Service








About FileNexus®

The FileNexus® Enterprise Document Management System gives organizations, 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 compress them for secure archival and future recall—providing a single cohesive repository for all document management, workflow, archival and business continuity needs. Simple to use and learn, FileNexus® is designed to take advantage of existing infrastructure, minimizing project costs and reducing both IT and user training requirements.

For more information on how FileNexus® can improve your business efficiency, please visit www.filenexus.com, or write to sales@loristech.com.

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