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Open | Software solutions for utility companies

New Partnership: Milestone Utility Services

Milestone’s seasoned technical, functional and financial experts have helped U.S. and Canadian electric, gas and water complete end-to-end CIS upgrades, data migration projects, business process optimizations, application maintenance, technology upgrades, and other solution delivery services since 2002.

Cultivating Solutions Through Innovation, at Open

Cultivating Solutions Through Innovation, at Open

Hernando Parrott (US President, Open) sat down with Utility Market Connections to discuss the company’s 30 years of providing world class solutions while continuously innovating and expanding into new markets.

chilquinta award for its technological renovation with Smartflex

Sempra International`s subsidiary in Chile, Chilquinta Energy, receives international award for its technological renovation with Smartflex

Chilquinta Chile, subsidiary of Sempra International, is the third largest electricity distributor in Chile.

Sempra Energy companies develop energy infrastructure, operate utilities and provide related products and services to more than 32 million consumers worldwide.

At the end of the year, The Colombian Software Federation, Fedesoft, with the support of the Ministry of Information and Technology, awarded Sempra InternationalÂŽs Chile subsidiary Chilquinta Energy, and Open International the prize for Best Industry Implementation for Project Clic!, which constituted in the roll out of Smartflex CIS and Field Service in the Chilean utilities market.

Project Clic! managed to digitally transform Chilquinta’s processes and core business, thanks to the adoption of cutting edge mobility tools and major improvements in customer-facing processes. “It fills us with great joy to receive this award, because it is a recognition of remarkable impact our solution can have on our customer®s business. At Open International we collectively strived to make the Clic! Project a successful implementation, keeping our customer’s operations running smoothly during the whole process” stated Erick Vivas, vice president of business development at Open.

“With this implementation we managed to seamlessly transfer from one system to another with no impact to the end-customer. This means that we were operational from day one, we never stopped billing, and we never stopped providing customer service. The success of the project was due greatly to Open’s strong team and Smartflex being a world-class solution. It gives us real-time information to make strategic decisions that help us evolve,” assured Jaime Acevedo, Operations Manager of Chilquinta Energy.

The 4th Annual Ingenio Awards ceremony was celebrated in BogotĂĄ- Colombia. Close to 240 companies registered for the Awards, submissions were reviewed by a team of 12 software and IT industry experts that selected winners across 10 categories.

AES El Salvador begins to improve field operations with Smartflex

AES Corporation is one of the world’s largest energy companies, serving more than 10 million customers in 17 countries. One of its subsidiaries, AES El Salvador, distributes power to 1.3 million customers throughout its 4 affiliated companies: CAESS, CLESA, EEO, and DEUSEM.

AES El Salvador, has recently started to roll-out its new Smartflex Field Service solution. With this solution, AES is managing a wide variety of field work orders such as installations, maintenance, and emergencies from a centralized dispatch center. Now, field technicians have the ability to receive their work orders, call clients, and synchronize their activities and inventory in real time.

Sergio Perez, Vice President of AES, stated, “I consider customer satisfaction to be one of the basic principles of our businesses. We have decided to strategically improve the way we operate by using cutting edge infrastructure and technology; this is necessary to offer quality, uninterrupted service.” He added, “This is the reason that in 2016, we initiated the implementation process for Smartflex’s Mobile platform. Our objective is to offer services more quickly using better optimized routes and by allocating orders automatically in real time to our teams on the field.”

Open’s Vice President of Business Development, Erick Vivas, stated, “We are pleased to have been chosen by AES El Salvador to support them in their operation’s improvement process. We are confident that with our world-class solution and our experience in the Latin-American market, we can help them meet their corporate objectives.”
Gas Natural Fenosa Smartflex

Gas Natural Fenosa implements Smartflex to launch its services in Peru

Gas Natural Fenosa partnered Open to support its operations.

Gas Natural Fenosa, a global leader in gas and electricity integration, is a multinational group operating in more than 30 countries and serving over 23 million customers. As part of their strategic plan to begin operations in Peru, Gas Natural Fenosa acquired Smartflex, a cutting edge solution that will allow the company to begin commercial operations in the regions of Arequipa, Tacna, Ilo, and Moquegua.

Carlos Andres Plata, responsible for the company®s information systems in the Andean region, stated “After conducting a thorough market assessment, we have chosen Smartflex, a robust platform with high quality standards that has been implemented in other markets of the region. A key factor that encouraged us to choose this solution was the experience of the company in the Peruvian market, known for its strict regulations. The project has been in the implementation stage since August. Our objective is to experience a flawless, problem-free implementation that will allow us to begin operations by the first three months of 2017.”

Gas Natural Fenosa will rely on Smartflex to support its core business processes, including installation, sales, after-sales service, payments, and billing. This platform has been designed based on the needs and best practices of gas companies Latin America and North America and is characterized by its great simplicity, flexibility, and a rule-based architecture that makes it easy to adapt to changes in regulations and customer need in each particular market.

Erick Vivas, Open’s vice-president of business development, added “We are very pleased to partner with Gas Natural Fenosa as its allies to upgrade their operations. We are sure that, with our strong experience in utilities markets in more than 18 countries, we can help them achieve their corporate objectives with this project.”

Sempra International has completed its technological renovation in Chile with Smartflex

Chilquinta EnergĂ­a S.A. successfully implemented their new customer care and field service solution: Smartflex, and is using Smartflex to manage all of its subsidiaries in its Valparaiso, Maule, and Biobio regions.

Closing this year’s first trimester, Chilquinta Energía S.A., a daughter company of the Sempra International Group, successfully implemented their new customer care and field service solution: Smartflex. Chilquinta will now be able to seamlessly manage their customer care, sales, readings, billing, payment management, and collections from one integrated system. Using this solution, Chilquinta is confident it will strengthen its position as the market leader, having the ability to get closer to customers and execute processes more quickly. Chilquinta is using Smartflex to manage all of its subsidiaries in its Valparaiso, Maule, and Biobio regions.

Chilquinta will be able to manage their work orders in the field in real-time using mobile devices, which will improve field productivity. Work units will be able to schedule activities, plan routes, take readings, and communicate with dispatch on the fly. Managers are equipped with dashboards to measure the progress of field activities and the fulfillment of performance indicators.

Chilquinta EnergĂ­a S.A. in Valparaiso was the last subsidiary in the group to finalize the implementation process, which was done directly with the Open International team. The project started in March 2015 with the implementation in Casa Blanca, followed by Litoral, Luz Linares, and Luz Parral. However, the objective was met when Chilquinta in Valparaiso, the substantially largest of the five companies, was successfully up and running. In total, these companies are providing services to over 720,000 subscribers.

Today, all of Sempra International’s subsidiaries in Chile are running their commercial and operation processes through Smartflex’s single, integrated solution. Now, they can begin to see the benefits of their new system and are able to provide even better service to their customers.

self service portal smartflex

Open introduces new multichannel customer self-service portal

Through this powerful new tool, customers will be able to check their account information, make payments, and submit requests 24/7.

Users can say goodbye to long waits and lines to communicate with public service providers. Thanks to the new version of the Smartflex Self-Service Portal, they can access all of their billing and usage information and pay, anywhere, from their phone, laptop, or tablet. This component is natively integrated with Open’s CIS solution. It is the new channel of communication between the user and the utility company, providing a simple and intuitive way to manage services, ultimately improving the customer experience.

The Self-Service Portal includes elements that provide value to the subscriber. One of these features is a usage simulation tool that allows the user to select the appliances in their home and the average use of these appliances. Using this information, the system delivers an estimate of their monthly bill, so the customer can make better decisions.

The Self-Service Portal allows users to make secure online payments and manage payment plans, reducing the risk of non-pays and decreasing the congestion in customer service centers. Also, with features such as ‘online chat’, users can receive online support quickly. This will help reduce costs and increase customer satisfaction. Smartflex is continuously creating tools that allow utilities to connect to their customers in new ways, catering to their new needs in an evolving world. The Self-Service Portal does this by giving users the simplicity of managing their services from the comfort of their home.

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