4i Transforms Utility Operations and Customer Experience in the West Indies

Business Challenges

The utility provider encountered several operational and technical hurdles:

• Outdated Self-Service Portal
  The legacy portal lacked modern functionality and failed to deliver a seamless digital experience, leading to low customer engagement.
• Complex and Slow Reporting
  Managing over 2 million records made reporting highly time-consuming and error-prone, impacting data-driven decision-making.
• Manual Refund Processing
  The absence of automation in refund workflows resulted in delays, inefficiencies, and increased customer complaints.
• Inflexible System Architecture
  The existing system could not accommodate unique operational requirements, limiting adaptability and performance.

4i’s Solution

4i implemented a suite of targeted enhancements to modernize operations and improve customer engagement:

• Modernized Self-Service Portal
  Migrated and upgraded the customer portal with a modern, user-friendly interface, ensuring better accessibility and customer interaction.
• Custom Object Development
  Developed tailored Business Objects (BO) and Maintenance Objects (MO) to support complex workflows and align with the client’s unique data models.
• Enhanced BI and Analytics
  Integrated advanced analytics capabilities to handle large data volumes efficiently, enabling fast and accurate reporting.
• Automated Refund Workflows
  Introduced automation in the refund process, significantly reducing manual effort and turnaround time while increasing accuracy.

Business Impact

The transformation delivered by 4i resulted in measurable improvements across multiple operational areas:

• 25% Increase in Customer Engagement
  The new portal encouraged higher digital adoption and reduced support requests by 15%.
• 40% Faster Reporting
  Optimized analytics and reporting processes enabled quicker access to insights, supporting faster decision-making.
• 50% Reduction in Refund Processing Time
  Automation of refund workflows improved operational efficiency and customer satisfaction.
• Greater Operational Agility
  Custom enhancements enabled the utility provider to quickly adapt to evolving business needs with greater system flexibility.

4i continues to empower utility organizations across regions by delivering scalable, Oracle-based digital transformation solutions that streamline operations, enhance customer service, and future-proof core systems.