Sistema de Aguas de la Ciudad de México Optimizes Customer Management and Water Supply Planning
 
 

Sistema de Aguas de la Ciudad de México Optimizes Customer Management and Water Supply Planning

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Sistema de Aguas de la Ciudad de México (SACM) is a public agency within the Ministry of Environment and Natural Resources. It provides public services in Mexico City, including drinking water, drainage, sewer services, and wastewater treatment and reuse. SACM has 24 offices serving 10 million residents of Mexico City, with 2 million customer accounts.

 
 

 
 

Challenges

A word from Sistema de Aguas de la Ciudad de México

  • “Oracle delivers many advantages, such as experts who can help us develop applications, a highly competitive cost structure, and tools with the ability to handle our high volume of transactions. These are things no other brand or application can provide.” – Francisco Núñez, Executive Director, Customer Services, Sistema de Aguas de la Ciudad de México

  • Unify information from 2 million water service accounts in a single database to improve data management and consolidation
  • Optimize customer service by increasing knowledge about customers’ consumption and buying behaviors
  • Improve decision-making by using information from business intelligence and customer relationship management (CRM) systems

Solutions

Oracle Product and Services

  • Consolidated data from 24 separate databases into Oracle Database, Enterprise Edition to facilitate processing 12 million invoices per year
  • Enhanced customer service by making data available in a single database to accelerate customer service times from an average of two hours to eight minutes for each customer transaction at any SACM location
  • Managed calls with Oracle Contact Center Anywhere to give customers quick responses and provide rapid follow-ups for transactions—such as claims and payments
  • Used Oracle’s Siebel Customer Relationship Management (CRM) to efficiently manage payment and collection information from 2 million customers and provide comprehensive monitoring of users’ accounts
  • Projected water consumption in various parts of the city with Oracle Business Intelligence Standard Edition to improve water supply management and respond to each area’s needs
  • Developed marketing and awareness strategies for water management with graphical tools from Oracle Business Intelligence Standard Edition to simplify decisions regarding water rates, which vary by region

Resources