Metropolitan Utilities District Mark Doyle on improving utilities customer service

At the recent SAP for Utilities event in Huntington Beach the Metropolitan Utilities District (MUD), a gas and water utility in Omaham Nebraska won a prize for the best mid-size utility in terms of SAP implementations. I caught up with MUD CIO Mark Doyle after the prize giving ceremony and asked him to tell me a little about how his project improved his customer’s service.

See below for a transcript of our conversation:

Tom Raftery: Hey everyone! Welcome to GreenMonk TV, we’re at the SAP for Utilities event in Huntington Beach and I’m here with —

Mark Doyle: Mark Doyle.

Tom Raftery: And Mark you are?

Mark Doyle: I am the Chief Information Officer at the Metropolitan Utilities District in Omaha, Nebraska.

Tom Raftery: Okay, and what do the Metropolitan Utilities District do?

Mark Doyle: We’re a public utility in the Mid-West and we serve about 225,000 households in around the Omaha area. We provide natural gas and safe, reliable, economical, drinking water.

Tom Raftery: Very good.

Mark Doyle: I always have to put that in there.

Tom Raftery: Excellent. So you received a prize yesterday. Can you tell us a little bit about that?

Mark Doyle: Yeah, we were recognized for the best mid-size utility in terms of SAP implementations. We are very honored to receive that recognition and appreciate being here and networking with that tag on our back, it’s been a very nice thing to have here in this large group of utilities.

Tom Raftery: And what was the prize for?

Mark Doyle: We recently upgraded our SAP systems to be fully integrated with the full ERP, CRM, CRB suite of products. There was a multi-year project that culminated and went live on June 3rd of this year.

Tom Raftery: Okay and how will that benefit your organization and your customers?

Mark Doyle: Well in Omaha, Nebraska the public utilities might not be viewed as state-of-the-art but we want to dispel that myth. We are now in a position with these tools to be as good as anyone in terms of customer service and effective delivery of these public services which are so essential to the lives of the folks living in our area.

Tom Raftery: And what kind of things will it help your customers do?

Mark Doyle: Well, number one a mobile work force that’s real time enabled to the back office can effectively serve our customers, make it a safer environment; we have locators, make it a more genuine environment, we have collectors out unfortunately shutting people off, so we think we can more genuinely serve our customer base, that’s on the mobility side.

Our customer service center will be moving toward all of the things that any customer service center does. I’ll use Amazon as an example. We should be able to be as good as any customer service center. Everybody wants things quickly, effectively and accurately and even more than that, they want things in many different ways.

So we think it’s all about serving our customers and running as effectively and as effectively as possible.

Tom Raftery: And are you interacting with customers now using social media?

Mark Doyle: Yes, we are. We have a website that rolled out right along with our implementation in June, a new website, we now have a Facebook presence and a Twitter presence and that’s been a very good experience for us and for our customers that choose to use that channel.

Tom Raftery: Super. Mark thanks a million for talking to us.

Mark Doyle: Thank you, very much.

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Metropolitan Utilities District Mark Doyle on improving utilities customer service