For almost 90 years, the residents of the city of Peterborough, Ontario, have been relying on the Peterborough Utilities Group (PUG) for their water and electricity needs. PUG serves more than 35,000 electricity customers, 28,000 water customers, and employs approximately 150 professional staff and skilled tradespeople.
Increasing workloads, growing regulatory requirements, and a tight budgeting environment were forcing the Customer Service Department at PUG to become a more lean and efficient operation. The Finance Department at PUG had already deployed the FileNexus® Document Management System with great success, so the Customer Service Department looked to FileNexus® to do the same.
“The thing about FileNexus® is that there are really no limitations, it can do so much. It has been very effective at saving us time, money and resources.” – David Whitehouse, Director of Customer & Corporate Services
The FileNexus® Document Management Solution allows organizations the ability to capture virtually any type of document from any source (i.e. paper records, electronic files such as host generated reports, emails and so on), index and compress them for secure archival and future recall – providing a single cohesive repository for all document management, workflow and retention needs.
The PUG Customer Service Department moved quickly to adopt the FileNexus® solution to capture and store client records such as customer accounts, service forms, field documents, payment processing etc. Since then, the department has seen huge savings in time and resources previously spent on the filing, retrieving and management of customer records.
“When it comes to FileNexus®, our Customer Service people use it every second. All the information we ever need for a customer is now instantly available to all of our CSRs. We had two full-time employees dedicated solely to the processing and filing of customer related paperwork. Now they have been freed up to directly serve our customers. It’s a powerful tool.” – David Whitehouse, Director of Customer & Corporate Services
HR is the latest department within PUG to deploy FileNexus®. With the creation and implementation of a secure payroll web portal, PUG has eliminated the need to print, stuff and distribute employee pay stubs by having FileNexus® automatically capture and distribute payroll data. Employees simply log in with a unique ID to access, view and download their pay slip. Moving forward, plans are afoot to deploy FileNexus® across the entire HR department.
“The customer can see the exact bill that would come to their home. As well as reduction the number of calls, it is a really efficient way of doing things.” – David Whitehouse, Director of Customer & Corporate Services
FileNexus® has delivered great savings in paper, filing, and storage space, with the electronic capture of such files as customer accounts, payment information, statements, service forms, corporate documents, field documents etc. Beyond these savings however, the convenience factor of having instant access to client data has greatly improved the level of customer service offered by PUG.
To learn more about PUG, please visit their website www.peterboroughutilities.ca.
Recent FileNexus® stories from other Utilities:
- Cambridge and North Dumfries Hydro Inc.
- Kitchener-Wilmot Hydro Inc.
- Keys Energy Services
- Whitby Hydro Electric Corporation
- Orillia Power Corporation
- Hillsdale BPU
- Roanoke Gas Company
- Innisfil Hydro
- The City of Clearwater, Florida
- Oakville Hydro
- Erie Thames Services
The FileNexus® Enterprise Document Management System gives organizations, both large and small, the ability to capture virtually any type of document from any source (i.e. paper records such as maps, drawings, manuals, electronic files such as host generated reports, client statement streams, IVR recordings, etc.), index and compress them for secure archival and future recall—providing a single cohesive repository for all document management, workflow, archival and business continuity needs. Simple to use and learn, FileNexus® is designed to take advantage of existing infrastructure, minimizing project costs and reducing both IT and user training requirements.