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SAP ISU/CR&B Implementation and Adoption

Our consultants played a key System Integrator role for SCE and helped SCE in implementing key applications including SAP S/4HANA, SAP Customer Experience cloud solutions and saving the Training work-stream so that there could be a sucessful go-live. Key members from Main and Mission partnered with SCE to deliver the ‘Customer Service Re-Platform (CSRP)’ program to embark upon new customer relationship management and billing systems. Our consultants were critical to helping SCE manage the difficulties and challenges of different vendors. Our approach and execution led to a successful go-live.

Results:

3000 end users were trained and 260 business processes had been harmonized under SAP. We developed a rigourous and disciplined Training work-stream, functional work-streams and strategic assessments teams focused on improving overall KPI’s like Average Handle Time and Unbilled Revenue.

Southwest Gas

Financial system modernization to Oracle ERP

Our team owned the Organizational Change Management and Training workstreams. We led the overall strategy and execution for organizational change management combined with the entire Training Strategy, Training Needs Analysis, Curriculum Design, Content Development, Training Administration, Scheduling and Assessments.

Results:

150 end users trained on the new Oracle ERP system. Communication material, behavior change and a post go-live support model was implemented to sustain the change. Our team used practical and proven methods for adoption on a system implementation.

Oracle Customer Care and Billing Implementation

At Arizona Public Service, our consultants were the prime leads who managed the entire OCM and Training work-streams. They managed a multi-vendor team and ensured adoption and sustainability of the new Oracle CC&B system. The team implemented Gamification techniques to have a better learning experience for the call center associates. Training was built out and deployed by using e-Learning, Instructor Led Training, Quick Reference Guides and Job-Aids.

Results:

The APS Oracle CC&B project won the CIS of the year award at CS Week. One of the highlights was our use of the Business Readiness Adoption Framework to implement process change to tertiary stakeholder groups.