How Ecogas Unified Operations to Improve Financial and Customer Outcomes
Customer
ECOGAS, a former subsidiary of Sempra Energy in Mexico, serves more than 170,000 residential, commercial, and industrial customers across multiple regions of the country. The company manages more than 3,100 miles of distribution infrastructure and has a workforce of nearly 500. In addition to providing essential natural gas service, ECOGAS supports regional economic activity through local employment and its network of suppliers.
Challenge
ECOGAS began its transformation with a Customer Information System (CIS) that had been in place for more than 20 years and an operating environment fragmented across 18 disconnected applications. The company needed greater agility to respond to regulatory and tax changes while moving toward a more digital, customer-centric operating model with expanded self-service capabilities.
To support their transformation, ECOGAS needed to unify critical business processes, eliminate data silos and manual work, and improve operational efficiency. It also needed a modern technology foundation capable of integrating advanced capabilities such as AMI and supporting the company’s future growth.
Solution
After evaluating its digital transformation needs, ECOGAS determined that the initiative needed to go beyond simply replacing its legacy CIS. The company wanted to unify processes, data, and operations across metering, billing, customer service, field operations, and the digital customer experience.
ECOGAS selected Smartflex, a unified customer operations platform, to bring these capabilities together within a single technology environment.
Smartflex integrates Customer Information System (CIS), customer self-service, Mobile Workforce Management (MWM), and Meter Data Management (MDM) capabilities on one unified platform and data model. In approximately two years, ECOGAS implemented these capabilities as part of a customer-centric transformation designed to simplify operations and create a more agile foundation for the future.
With Smartflex, ECOGAS has automated workflows and adapted business processes as its operations evolve, giving the company greater agility to respond to changing requirements and support future growth.
Open Intelligence and ECOGAS work as one team. We are building a long-term strategic partnership focused on evolving the application, optimizing work processes, and continuously improving our customers’ experience.
Gabriel Dominguez, Cybersecurity & Systems Manager
Benefits
After implementing Smartflex, Ecogas successfully unified its commercial and operational cycles into a single platform. This end-to-end approach allowed the company to connect a 360° customer management with field operations in real time, transforming organizational efficiency and consolidating its position as a benchmark for operational excellence in the industry.
IUCX
Best CIS Implementation Award
Consolidated 18 legacy systems into a unified customer platform
Process automation that ensures financial health
Valid claims only 0.11% of total billing
Real time data and 360° management speed up customer query resolution
Go behind the results of Ecogas’ customer operations transformation
Discover the key factors behind Ecogas’ award-winning transformation, recognized with the IUCX Best CIS Implementation Award, and the results it delivered: 96% fewer billing disputes, 87% faster request resolution, and 97% collection effectiveness.
Centralizing operations and automating processes to improve financial efficiency and elevate customer experience.