Niagara Peninsula Energy Inc. (NPEI) provides local electricity distribution and related services to more than 51,000 residential and business customers within the City of Niagara Falls and surrounding region. NPEI currently uses FileNexus® within their customer service, billing, and engineering departments.
“We had a lack of communication between departments; FileNexus® has opened up these processes and allowed us to provide better customer service.”– Margaret Battista, Vice President, Customer Services & IT, Niagara Peninsula Energy Inc.
Prior to FileNexus®, employees at NPEI were overwhelmed by the volume of information they were required to share, retrieve, and manage on a daily basis. What’s more, NPEI’s existing document management software mimicked a shared network drive – making it difficult to share information between departments and to implement efficient workflows.
“FileNexus® is easy to use and easy to set up.”– Margaret Battista, Vice President, Customer Services & IT, Niagara Peninsula Energy Inc.
Once FileNexus® was installed, NPEI experienced a dramatic improvement in workflow efficiency. For example, customer service representatives were now able to immediately recover the entire customer correspondence chain, regardless of the source, and that meant faster client resolutions.
Ongoing and Future Projects
In addition to customer bill statements, applications, and correspondence, NPEI has also implemented FileNexus® into HR and other areas of operation. NPEI plans to continue expanding their use of FileNexus® in the Human Resources, CDM, IT, business application, and cashiering departments. Starting in 2014, FileNexus® will also be deployed in NPE’s finance department, for a total of ten departments using the system.
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.
Recent FileNexus® stories from other Utilities:
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- The City of Clearwater, Florida
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