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Fairfax Water's Journey into SUS SCM + SAP MCF for Utilities for Digital Customer Self Service
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Mar 21 2017
Digital Trailblazer

Smart Customer Mobile (SCM®): Smart Customer Mobile (SCM®) is an award-winning customer engagement web and mobile platform that provides self-service capabilities and enables real-time two-way communication empowering the customer-utility relationship. SCM® is the only Customer Engagement platform designed to provide a 360-degree view of all customer interactions while reducing utility operational cost and maximizes the return on investments. SCM® is a complete turnkey solution with 12 configurable modules specifically designed for electric, water and gas utilities that can be easily integrated with utility CIS and backend systems. 


SCM® is SAP Certified – Built on SAP HANA Cloud Platform. SCM® seamlessly integrates with the SAP NetWeaver Process Integration.


SCM®  leverages technologies like AI (Artificial Intelligence), Machine Learning, Predictive Modeling, Principles of Gamification, Big Data BI & Analytics to provide a best-in-class user interface (UI) to deliver best-in-class customer engagement.


SCM® is the only real world application addressing key global challenge of Energy Sustainability & Water Conservation. SCM® platform enables effective customer engagement with Energy Efficiency, Water Conservation, customer education and program management for various customer segments. To gain advantage in today’s competitive global economy, utilities need to know their customers better than ever and engage them in more personal, meaningful and forward-thinking ways. Our experience shows that most of the utilities seek to deploy a customer engagement solution with the objective to provide a user-friendly tool that can help the utility customers to access real-time consumption data, receive bill reminders and timely notifications related to outages, high/low consumption, usage comparisons, and to enhance awareness about water conservation and energy efficiency. SCM® facilitates effective customer communication and outreach. It also educates the customers and promotes the acceptance of smart grid, smart meters and utility programs such as home energy management.


SCM® provides customers, the capability to view and pay bills, start and stop service requests, view periodic energy usage analysis – daily, hourly monthly, participation in efficiency rebates and programs to increase savingsreal-time connectivity with the utility customer service representatives, view and analyze peer comparison, report outages, set 

budget goals, control and monitor a range of home appliances..SCM® delivers effective customer engagement and facilitates utilities in creating an energy and water sustainable future.


 Benefits / Value Delivered from SCM®:-

  • Reduced call volume for utility CSRs
  • Reduced customer care expenses
  • Reduced overall transactional cost
  • Provides payment convenience
  • Minimizes consumption
  • Quicker outage restoration time
  • Energy  Savings
  • Increased Customer Satisfaction




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