The Challenge
Numerous customizations and work-around manual processes allowed the team to circumvent system limitations and keep the business running. However useful, these stopgap measures sacrificed efficiency and effective functionality.
IT and business leaders contemplated the need for a new approach and CIS technology while they defined key goals and measures for success. TSU wanted to meet base requirements to support the business and comply with industry rules. It also looked to:
- Unify and streamline CIS processes and best practices across its three utilities.
- Leverage the functionality and flexibility of contemporary CIS platforms to enhance and improve work processes and capabilities.
- Significantly enhance customer experience, including the prospect of adding flexible, adaptable, and responsive self- service options.
The Lessons Learned
TSU and VertexOne have recognized lessons learned and shared wisdom from the CIS project trenches:
- Have comprehensive and detailed planning, then communicate it, deep and wide across the teams
- Set realistic expectations and include adequate expertise for data conversion issues and clean-up activities
- Set and communicate realistic roles and responsibilities for everyone involved in the project
- Develop and prepare clear and detailed training documentation well in advance of going live
- Develop and act early on a transition plan to stabilize after going live
- Don’t pick resources that are available; pick the right people, experience, expertise, and dedication for the project team
VertexOne’s re-named product portfolio echoes the company’s long-standing mission to enhance the customer experience. Therefore, products mentioned in this case study may not reflect our current portfolio names. Click the link to learn more about our product renaming and restructure.