AKRON, Ohio, April 23, 2002 — SAP AG announced that FirstEnergy Corp. has selected mySAPà¢â€ž- Utilities as the information technology platform to support FirstEnergy’s customer service program.
FirstEnergy’s Customer Service Group will use mySAP Utilities Customer Care and Service (CCS) to support distribution functions such as call centers, billing, credit, and collections. Its Operations Group will use mySAP Utilities to schedule and manage work.
The Corporate Service Group, comprising support functions such as supply chain, finance, and human resources, will use mySAP Utilities to more efficiently serve those business units.
“This software platform will help support our efforts to grow our business,” said FirstEnergy senior vice president Kevin Keough. “SAP solutions, designed to provide more efficient, cost-effective operations, as well as shared, real-time information, is a strategic choice that is expected to help us achieve our corporate, financial, and operational objectives.”
FirstEnergy plans to use SAP’s enterprise management solution to perform core business functions such as financial reporting, human resources management, inventory management, and purchasing transactions. mySAP Utilities provides FirstEnergy with a single, fully integrated solution for both ERP and utility industry needs designed to lower IT costs by replacing multiple systems and the associated interfaces.
mySAP Utilities is designed to integrate with utility marketplaces, enabling utilities to exchange information with suppliers, traders, and any other partner companies via the Internet. mySAP Utilities CCS enables a company’s customers to reach the company 24 hours a day via the Internet. Classic communication scenarios, such as telephone interactions, are conducted faster and more efficiently, since customer service agents can quickly access all customer information. As a result, companies can react more quickly to a customer’s needs, increasing satisfaction. SAP solutions are adaptable in terms of customer and market requirements and open to integration with both SAP and non-SAP systems.
“SAP is unique in offering comprehensive and effective e-business solutions with complete integration capabilities from front- to back-office, designed to meet the specific needs of utilities,” said Tom Shirk, president, SAP Public Services. “As a provider of utilities industry and customer relationship management (CRM) solutions, SAP provides utilities with unparalleled functionality for customer care and service and for accommodating demands from mergers and rapid growth.”
Utilities Backed by three decades of industry experience, mySAPà¢â€ž- Utilities helps utilities of all types and sizes enhance customer service, improve safety, boost return on investment, and safeguard profitability. As an integrated, Internet-enabled e-business solution, mySAP Utilities optimizes processes such as enterprise management, business support, sales and marketing, work management, energy data management, billing, invoicing, and contract accounting, inter-company data exchange, and customer relationship management.
SAP is a provider of e-business software solutions. Through the mySAP.com® e-business platform, people in businesses around the globe are improving relationships with customers and partners, streamlining operations, and achieving significant efficiencies throughout their supply chains. (Additional information at http://www.sap.com)