Software AG Case Studies Putting reliability first for a prime U.S. tourist destination

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	Putting reliability first for a prime U.S. tourist destination Software AG

Putting reliability first for a prime U.S. tourist destination

Software AG

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Utilities
Use Cases	Real-Time Location System (RTLS) Remote Asset Management
Services	System Integration
Challenge	The public utility company, which provides water and electricity to 250,000 customers including a major U.S. city, airport, and resorts, was facing challenges in customer service due to ad-hoc 'spaghetti' integrations. The company needed to connect its advanced metering infrastructure (AMI) to internal systems to leverage customer data. The goal was to use technology to become the most reliable and customer-centric utility in the U.S. The utility company was also looking to offer innovative customer service options, such as real-time payment recognition and prepaid metering, which required a reliable integration platform. Read More
About Customer	The customer is a public utility company that provides water and electricity to 250,000 customers, including a major U.S. city, airport, and resorts. The utility company has earned a reputation for providing the most reliable service for more than two decades in a state where Mother Nature makes it a challenge to keep the power on. The company is committed to providing reliable service and keeping rates low to attract businesses. The utility company is also ahead of the curve in adopting innovative customer service options and is increasing its use of the Internet of Things (IoT). Read More
Solution	The utility company chose webMethods from Software AG as its integration platform. The first step in the transformation was integrating customer payments. The utility company offered customers the ability to pay their bills at a variety of local stores, but couldn't quickly tell when those payments had been made. webMethods integrated the utility's internal systems with its external partners—the local stores—allowing the utility to see customer payments in real time. The utility company also used webMethods for other projects, such as prepaid metering and outage maps. In the future, the utility company is looking into using webMethods and APIs for voice assistants via Amazon Alexa® or Google Assistant™. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Utilities

Use Cases

Real-Time Location System (RTLS)

Remote Asset Management

Services

System Integration

Challenge

The public utility company, which provides water and electricity to 250,000 customers including a major U.S. city, airport, and resorts, was facing challenges in customer service due to ad-hoc 'spaghetti' integrations. The company needed to connect its advanced metering infrastructure (AMI) to internal systems to leverage customer data. The goal was to use technology to become the most reliable and customer-centric utility in the U.S. The utility company was also looking to offer innovative customer service options, such as real-time payment recognition and prepaid metering, which required a reliable integration platform.

About Customer

The customer is a public utility company that provides water and electricity to 250,000 customers, including a major U.S. city, airport, and resorts. The utility company has earned a reputation for providing the most reliable service for more than two decades in a state where Mother Nature makes it a challenge to keep the power on. The company is committed to providing reliable service and keeping rates low to attract businesses. The utility company is also ahead of the curve in adopting innovative customer service options and is increasing its use of the Internet of Things (IoT).

Solution

The utility company chose webMethods from Software AG as its integration platform. The first step in the transformation was integrating customer payments. The utility company offered customers the ability to pay their bills at a variety of local stores, but couldn't quickly tell when those payments had been made. webMethods integrated the utility's internal systems with its external partners—the local stores—allowing the utility to see customer payments in real time. The utility company also used webMethods for other projects, such as prepaid metering and outage maps. In the future, the utility company is looking into using webMethods and APIs for voice assistants via Amazon Alexa® or Google Assistant™.

Impact #1	The utility company was able to see customer payments in real time, improving customer service.
Impact #2	The utility company was able to offer prepaid metering, enabling customers to better manage their electricity consumption.
Impact #3	The utility company was able to report outages in real time and fix them quickly, improving operational efficiency.

Impact #1

The utility company was able to see customer payments in real time, improving customer service.

Impact #2

The utility company was able to offer prepaid metering, enabling customers to better manage their electricity consumption.

Impact #3

The utility company was able to report outages in real time and fix them quickly, improving operational efficiency.

Benefit #1	The utility company restored power to its customers faster than other utilities around the state during the 2017 hurricane season.
Benefit #2	The utility company has earned a reputation as the most reliable in the state, when compared to the state's investor-owned utilities, for 21 consecutive years.

Benefit #1

The utility company restored power to its customers faster than other utilities around the state during the 2017 hurricane season.

Benefit #2

The utility company has earned a reputation as the most reliable in the state, when compared to the state's investor-owned utilities, for 21 consecutive years.

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Overview

Putting reliability first for a prime U.S. tourist destination

Operational Impact

Quantitative Benefit