Pakistan gas company upgrades its customer management systems


Irfan Zafar,
General Manager,
Sui Southern
Gas Company
Karachi, Pakistan — (METERING.COM) — May 2, 2007 – Pakistan’s Sui Southern Gas Company (SSGC) has successfully migrated its billing, customer care, metering and other customer-related functions to Oracle® Utilities Customer Care and Billing. The solution provides SSGC with a platform that integrates business processes, aligning them with industry benchmarks and industry-leading practices.

Fully integrated with Oracle E-Business Suite — SSGC’s ERP system — the Oracle Utilities Customer Care and Billing implementation addresses the unique needs of Pakistan’s utility industry and variations in demographics and geography. With a distribution network of 25,764 kilometers covering 120 towns and 930 villages, SSGC has an exclusive distribution and sales license in the provinces of Sindh and Balochistan in Pakistan. SSGC’s core business is to buy natural gas in bulk, transmit it to load centers over its high-pressure transmission system and distribute and sell it to its customers through its supply network.

"I take great pride in announcing that our Customer Information System is now live," said Munawar Baseer Ahmed, Managing Director for Sui Southern Gas Company. “This is a landmark achievement and in line with our technology-enabled cultural transformation. By implementing this state-of-the-art application, SSGC has become the first utility company in the entire South Asia region to deploy such an advanced customer management solution. Our IT professionals within the Customer Services Division, Utilization, Measurement and Finance departments have collaborated remarkably well on this project. They have demonstrated tremendous dedication and worked extensively to attain business excellence.”

Oracle Utilities Customer Care and Billing will help provide SSGC with a 360-degree view of its customers and enable greater financial control. Adding more than 60,000 new customers every year, SSGC has critical business needs in the area of metering and billing.

"With the completion of the implementation of Oracle Utilities Customer Care and Billing, we will be able to better maintain customer records, handle credit and collection activities, track service orders and interface better with our customers," said Irfan Zafar, General Manager Central Information Systems, Sui Southern Gas Company. "This system will reduce billing errors and help us resolve customer queries faster through real-time tracking of these queries. Oracle Utilities Customer Care and Billing will also enable greater compliance with country regulatory guidelines."

Oracle Utilities Customer Care and Billing has led to complete automation of SSGC’s customer-facing processes with well-defined accountabilities leading to greater efficiency, productivity and quality of customer operations. The new implementation will allow SSGC to embrace industry best practices. Through a state-of-the-art call center, SSGC staff will use Oracle Utilities Customer Care and Billing and Oracle E-Business Suite to track customer complaints on a real-time basis and efficiently manage and resolve customer queries. Oracle Utilities Customer Care and Billing will also allow customer self-service over the Internet.