Solution:
- Customer facing forms allowing customers the ability to select their pricing options at any point in the customer journey
- A self-service form available in the self-service portal
- A new customer form available for customers starting service with Toronto Hydro
- Real-time processing for eligibility and effective dates
- Built on Liferay and SharePoint
- Personalized analytics based on customer consumption patterns
- Internal console used to assist Customer Relation Representatives handling multiple channels; email, phone, mail
- Reporting
- Ability to monitor the program success
- Ability to identify misconfiguration in customer settings
Project Responsibilities:
- Leading a cross-functional team virtually
- 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