Introduction

Empowering Exceptional Service : Electricity Distribution Company (EDCO), a pivotal player in Jordan’s energy sector, collaborated with Intrasoft to revolutionize its customer experience.

By deploying an advanced Billing and Customer Care System, EDCO achieved

operational excellence, enhanced customer

satisfaction, and positioned itself for future innovation.



As a key utility

provider in Jordan, EDCO is responsible for distributing electricity to residential, commercial,

and industrial sectors across its operational regions.


Known for its reliability and commitment to excellence, EDCO serves a growing customer

base while navigating a complex regulatory landscape. The company’s ambition to deliver

superior service and embrace technological advancements made it an ideal candidate for a

transformative digital journey




Although EDCO maintained a strong market presence and a solid reputation, the organization encountered significant and multifaceted operational challenges that demanded resilience and strategic adaptability.


  • Fragmented Systems : Disconnected platforms for billing and customer care led to inefficiencies, redundant tasks,
    and data silos.

  • Customer Engagement Gaps : Limited tools for managing customer inquiries and complaints hindered responsiveness and satisfaction

  • Manual Billing Operations : Dependency on manual workflows resulted in billing errors, delayed invoicing, and inefficient payment cycles

  • Scalability Issues : Legacy systems were ill-equipped to accommodate growing demands and future initiatives such as smart meter integration.

The Solution

Intrasoft deployed a cutting-edge Billing and Customer Care System powered by SAP for Utilities. This robust solution is designed to streamline operations, enhance customer engagement, and ensure future readiness

01

Integrated Billing & Customer Care

Automated end-to-end billing processes, including meter reading, tariff management, invoicing, and collections.


Unified platforms for managing customer inquiries, complaints, and service requests.


02

Enhanced Customer Experience

Multi-channel customer interaction capabilities, including web, mobile, and call center integration.


Real-time dashboards for proactive issue resolution and better customer relationship management.

03

Scalable & Future-Ready Infrastructure

A flexible system architecture designed to integrate with advanced technologies like smart metering and customer self-service portals.


04

Regulatory & Compliance Excellence

Built-in tools for compliance with local regulations, coupled with advanced reporting for audits and performance monitoring.





  • Billing Accuracy : Achieved 99% accuracy in billing operations.

  • Complaint Resolution : Reduced customer complaints related to billing by 25%.

  • Efficiency Boost : Shortened billing cycles by 30%, improving cash flow.

  • Customer Response Time : Resolved customer inquiries 40% faster.

The Results

The implementation delivered measurable outcomes, transforming EDCO’s operations and customer experience

01

Operational Efficiency Gains

  • Reduced billing cycle time by 30%, enabling faster invoice delivery..  
  • Automated workflows eliminated manual errors, achieving a 99% billing accuracy rate. 


02

Enhanced Customer Satisfaction

  • Faster response times reduced service request backlogs and improved complaint resolution rates by 25%.
  • Multi-channel engagement options increased customer accessibility and convenience. 

03

Strategic Decision-Making

  • Real-time insights into billing and customer data enabled better forecasting and resource allocation.  
  • Role-based dashboards empowered executives with actionable insights.  
     

04

Future-Proof Operations

  • A scalable platform ready to accommodate smart meter integration and evolving customer demands

 

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