Solution:
- Customer facing portal allowing customers to self-serve common transactions they would normally call into the call center for:
- Viewing current balance
- Downloading their current bill
- Moving
- Billing and payment history
- etc…
- Built on Liferay
- Personalized analytics based on customer consumption patterns
- Internal console used to assist Customer Relation Representatives handling multiple channels; email, phone, mail
- Reporting
Project Responsibilities:
- Leading a cross-functional team virtually
- Product Owners
- Business Analysts (BA)
- Architects
- Developers
- Quality Assurance Analysts (QA)
- Security Operations (SecOps)
- Performance Analysts
- Advised the design of the operation process supporting the program and digital strategy
- Responsible for end to end delivery and support of the solution
- Management timeline, scope and budget
- Ranked #3 in Canada for Top Utility Website
