How Ecogas Unified Operations to Improve Financial and Customer Outcomes
Customer
Ecogas, former subsidiary of Sempra Energy in Mexico, serving more than 170,000 customers across the residential, commercial, and industrial sectors. With a robust infrastructure of over 3,100 miles of distribution network, the organization operates strategically in different regions of the country. Through a workforce of nearly 500 collaborators, Ecogas acts as an engine for national growth, boosting regional productivity by fostering employment and integrating local suppliers into its value chain.
Challenge
Ecogas began its transformation process with the challenges of modernizing a legacy Customer Information System (CIS) with more than 20 years of service, eliminating the fragmentation caused by 18 disconnected applications, adapting with agility to regulatory and tax changes, and evolving toward a digital operational model centered on customer self-service. To overcome these challenges, Ecogas needed to unify its business processes, eradicate information silos and manual tasks, and ensure efficient operations across various time zones, while seeking to integrate modern infrastructure, such as smart metering, to support sustainable business growth.
Solution
After evaluating its digital transformation needs, Ecogas concluded that this project went beyond simply replacing a system; they needed to unify their processes, data, and people from metering and billing processes to field work and the customer experience. For this reason, Ecogas decided to implement Smartflex, a unified customer operations platform that addresses these specific challenges.
Smartflex constitutes a comprehensive ecosystem that natively includes the Customer Information System (CIS), the Customer Self-Service (CSS) portal, Mobile Workforce Management (MWM), and Meter Data Management (MDM) in a single source of truth. In just two years, they implemented all these components within a customer-centric framework.
Thanks to the platform’s extraordinary level of flexibility, Ecogas has automated workflows and adapted its processes with agility as its operations evolve, guaranteeing total alignment with market demands and growth projections.
Open Intelligence y ECOGAS se sienten como un solo equipo. Estamos construyendo una alianza a largo plazo, enfocada en la evolución de la aplicación, la creación de formas de trabajo más eficientes y la mejora continua de la experiencia de nuestros clientes.
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.