RGE – Rio Grande Energia Saves Nearly Two Weeks in Generating Customized Reports by Using BI Tool
 
 

RGE – Rio Grande Energia Saves Nearly Two Weeks in Generating Customized Reports by Using BI Tool

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RGE – Rio Grande Energia—an electricity distribution company—serves 262 municipalities, totaling 51% of the cities in the Brazilian state of Rio Grande do Sul. Privatized in October 1997, RGE is part of the CPFL Energy Group—one of the largest private groups in the Brazilian electricity sector—and the company follows Total Quality Management guidelines to achieve high levels of efficiency.

To help it more closely monitor its customer service performance, RGE implemented Oracle Business Intelligence Standard Edition One. Its approximately 25 managers and analysts can now prepare customized management reports in less than a day without depending on the IT department, a process that previously took up to two weeks. As a result, the company now has a more timely and accurate view of its customer-service operations and can make more informed decisions. RGE’s expanded customer-service intelligence is getting noticed. In 2011, it received the National Quality Foundation’s National Quality Award, and the Brazilian Electricity Distributors Association named the company the Best Distributor in the Southern Region.

 
 

 
 

Challenges

A word from RGE – Rio Grande Energia

  • "Oracle Business Intelligence Standard Edition One is a fundamental tool that allows our managers and analysts to view business progress and the effectiveness of our customer interactions. We make better decisions, reflected by the level of services we provide—and in our being publicly recognized by the National Quality Foundation’s National Quality Award and the Brazilian Electric Energy Distributors Association as the Best Distributor of the Southern Region in 2011." – Paulo Correia Lima, IT Manager, RGE – Rio Grande Energia

  • Gain an expanded view of the company’s utility operations and customer services that allow managers and analysts to view business progress and the effectiveness of contact with customers
  • Ensure autonomy for customer-service managers and data analysts to generate reports without IT assistance to gain more timely information that enables company make more informed business decisions
  • Monitor the performance of approximately 200 meter readers and electricity bill deliverers (who hand-deliver bills to customers) to make employees more efficient at serving 1.3 million consuming units

Solutions

Oracle Product and Services

  • Implemented Oracle Business Intelligence Standard Edition One, a robust and user-friendly tool that gave the company a detailed view of its business and the service it provides to its customers
  • Reduced from two weeks to less than a day the time needed to create customized customer-service and field-staff performance reports—tasks that had previously required IT team assistance to consolidate complicated spreadsheets
  • Ensured that approximately 25 users have autonomy from the IT team to compile reports on the performance of the nearly 200 meter readers and electricity bill deliverers for its 1.3 million consuming units, enabling management to make better decisions to improve customer service
  • Obtained productivity benchmarks for customer-service field staff, which provide a starting point to identify opportunities for improving productivity and optimizing resources
  • Expanded customer service metrics―including information about complaints and suggestions received, regions and cities they came from, percentages compared to previous months and years, monitored meter readings, and hours worked by business agents and their productivity levels―which enabled RGE to empower employees to better serve customers
  • Gained the ability to identify regions experiencing local problems, allowing managers to plan focused action that solves problems, is more proactive, and prevents similar problems from happening in other regions
  • Obtained strategic information through analytical reports that enabled identifying potential electricity metering irregularities and investigating causes, preventing undue use by customers and dishonest behavior by employees
  • Reduced service calls to just one field visit, increasing customer service efficiency and reducing costs related to this process
  • Received recognition for improved customer service, including winning the 2011 National Quality Foundation’s National Quality Award and being named the Best Distributor in the Southern Region by the Brazilian Electricity Distributors Association

Why Oracle

“RGE has already been running the company’s main systems on Oracle databases for years, and they provide the information that feeds our reports. This structure has always met our needs satisfactorily, and we therefore chose Oracle Business Intelligence Standard Edition One to generate the reports”, said Paulo Correia Lima, IT manager, RGE – Rio Grande Energia.

Partner

Worked with Advanced IT to implement Oracle Business Intelligence Standard Edition One. “Advanced IT is very knowledgeable about the energy sector and our business, as it has worked with us for many years. Its team is flexible, and we are very satisfied with our partnership,” Correia Lima said. 

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