IRIS Multi Energy System

IRIS Multi Energy System is a comprehensive solution improving sales results and the quality of customer service in companies engaged in the sale of electricity and gas. It was designed to support the key processes occurring in the four main areas of the activity of companies selling electricity and gas: Marketing, Sales, Customer Service and Billing.

IRIS System is a CIS type solution (Customer Information System) which comprehensively supports the full customer lifecycle, from client acquisition, through the retailer switching process, the measurement data acquisition, the completion of financial settlements, after-sale service, to contract renewals or extensions. The business process service is optimally designed and the process of their management is supported by the labour-saving creators. As a result, it is much more easier to acquire new clients, renew contracts or create new products.

IRIS System is a combination of innovative technology and many years of experience in creating solutions for the energy industry. It can be used in any place through a browser thanks to the application of web technology. The system can be implemented in a cloud-based environment or in a traditional way (client’s server).

IRIS System consists of four primary elements: CRM, Billing, E-BOK (SelfCare) and Analysis. Additionally, CRM has the internal modules of external sale support and retailer switching support. Within Billing there are the financial support and the debt collection support modules. All these elements are complementary and constitute a comprehensive solution for companies from the energy industry which aim at becoming a market leader in sales and customer service. As a result of a close integration of the individual elements, once entered, the data is used in respective modules without any need of replication or re-entering. This structure significantly improves the efficiency of the application usage. In compliance with the Client 360 philosophy, key information can be displayed in any module, thanks to which we can see a full profile of a given client and all issues related to him.

The key elements of the whole solution are the bases of Clients, Products and Contracts. These three components are the main carriers of information in the system and parameters which navigate its particular modules. The Clients base, besides the mere information about clients, also comprises data on the points of delivery of a given medium and their consumption profiles. This is the most important information about client which is used for conducting key operations in the system. The Clients base has a lot of additional information which enable to see a full Client profile, but these are only complementary information. The Products base is another crucial element gathering information about the product’s parameters, its prices, the rules for sale and discount. The variety of products supported by the system (i.a. fix, flexible, additional products) and the media connected to them (electricity and gas), as well as services allow them to be flexibly adjusted to the needs of the clients. The system is also equipped with a mechanism managing the elaborate product wallet. The last significant element is the Contracts base. It is a functionality combining Clients and Products. This way it complements parameters which allow users to conduct the retailer switching process or further client settlements and after-sale service. The Contract base consists of parameters regarding time periods, settlement rules, payment deadlines, final prices or financial penalties for contract termination. All the mentioned elements constitute the foundation of the whole solution and provide a data structure which enables the proper circulation of information in the IRIS System.

CRM – a module comprising functionalities related to marketing, sales, contracts, products and the customer service processes. It is a key module of the whole solution, which is an information carrier for other elements of the IRIS System.

Within sales, the module manages information about the potential and existing clients, on the basis of whom the sale process is conducted through a campaign or direct sale. Sales include electricity, gas or additional products, but also products related to energy media. There is an option of verifying the profitability and effectiveness of ongoing campaigns. The system is equipped with the offers and contracts templates which can be individually shaped by companies. All the changes regarding contracts, e.g. annexes, cessions, amendments in settlement parameters or in prices for a given product e.g. when a contract for a specified time period expires, are undertaken in the CRM module. Another key functionalities of the CRM module include the management of activities regarding clients, complaints support or broadly defined after-sale services.

The most important feature of this module is complex clients information and a comprehensive set of data describing the methods of client settlement and conducting customer service through individual modules.

E-Agent – a part of the CRM module that allows sales to be carried out through various channels, i.a. through external partners, call center or customer service. As part of the module, individual sale channels are defined along with entities responsible for this process, e.g. trade partners. Moreover, this module includes the management of access permissions to the database for particular organizations, defines types of products which a given organization can offer. E-Agent is also a tool for creating algorithms for commissions settlement for a given partner and assigning sale objectives and their further settlement. The user interface is simplified in comparison with the base CRM module, and the methods of data entry are maximally adjusted to increase the effectiveness of sale forces. This module was equipped with communicators with back office divisions to facilitate fast exchange of information, the objective of which is to positively close the sale processes.

E-Switching – a part of the CRM module which facilitates conducting the whole process of client transition from one retailer to another. This module supervises this process along with creation of proper documents, depending on a given DNO and on which retailer switch is it. As part of the process, various documents can be attached in order to improve the verification of individual points of energy delivery. At every stage of this process the system stores full information about the status of individual points of delivery. It can be made available to traders and clients in the EBOK module. This way the system ensures better transparency and openness of activities, which influences the quality of customer service.

After completing the whole process its particular points are automatically activated in the settlement module in order to initiate billing of clients. IRIS System ensures that every step of the whole process, from client acquisition to settlement, is executed at proper time, without losing potential profits – “revenue assurance”.

Billing – a module that allows its users to download data on the consumption of a given medium and the clients settlement. This module, after completing the retailer switching process, activates the client settlement process and supervises its every step in order to ensure settlement of all the clients in particular settlement cycles. Billing automates the process of downloading data on the consumption of media from the distributors and collecting data for settlement. In case of a lack of data, it has mechanisms for consumption estimation in order to settle a maximum number of clients in a given cycle. Besides downloading information about the current consumption level, information about corrections of the previous periods is also acquired. After collecting all the information this module verifies correctness of data and prepares the data for clients settlement. In the next step it enables issuance of invoices, corrections, notes and other accounting documents, as well as for sending them to clients or publishing on self-service channels – EBOK. The settlement and billing processes can be conducted during night sessions, accordingly to the agreed schedule in order to release the system from executing complex operations during working hours. Information about created obligations is automatically displayed in the module storing financial data.

E-Finances – a part of the Billing which enables registering payments in the accounts and calculation of clients’ balances. This element of the IRIS System automatically downloads, in defined time periods, information from banking systems about payments, and then automatically registers payments in the accounts of individual clients. After the registration it can calculate interests for late payments which can be added to the next bills. This module also handles clients’ balances on-line and, after completing every operation in the system (e.g. printing out an invoice, accepting payment), it presents current information on client’s account. This data is also available in the CRM or EBOK modules where it plays a key role from the customer service perspective.

E-Debt Collection – a part of the Billing which enables reminding about approaching payment deadlines, conducting the debt collection process and collecting receivables. This module also provides the option of reminding clients about approaching payment deadlines for particular documents. This information can be delivered through various communication channels, e.g. e-mail, EBOK, SMS. In case of a client failing to complete payment on time, users can use the debt collection process, defined within a given company, and initiate reminding clients about payment obligation for specified documents. Within this process, each step can be taken automatically and related information can be sent through electronic communication channels or traditional postal service. User can check the progress of individual issues at any moment, add notes to a current case or withhold the process if he has a permission to do so. If the debt collection process has been activated for a given client, information about the client is available in the CRM module due to its importance in the customer service process.

EBOK – an internet platform created to facilitate and rationalize the communication between client and trading company. Through this module clients can view their personal contact data, update them, see their concluded contracts and media prices within signed contracts, see their contract validity period or a product specified in a given contract. Besides contracts, clients can acquire information about their current balances, value of bills, payment deadlines, media consumption on particular points of delivery. Clients can also download invoices or other financial documents, receive new offers dedicated to them, file complaints or contact their retailer. In case of filing a complaint, client is informed through EBOK about the status of a case.

EBOK is an application which uses data collected in the remaining modules in real time. Thanks to this it constitutes an important module in the context of broadly defined customer service, helping reduce the costs of service and improve its quality.

EBOK was created in RWD technology (Responsive Web Design), which makes it possible to use it on different devices e.g. tablets, smartphones or PCs, and displayed screens are automatically adjusted to these devices. The application prepared and made available to clients in such way proves the innovative attitude of a given trading company and its care for the quality of customer service.

E-BI module is responsible for the preparation and presentation of analytical data in the IRIS system. It prepares data for the creation of elaborate reports, monthly close and the calculation of reports required by the regulator. The module uses a special data warehouse and analytical models. Such structure results from the care for effective work of the system used by users for operational work. Data prepared e.g. in night cycles enables to fluently perform sophisticated analyses during the day without overloading the other parts of the solution.

The system comprises many elements of the automation of processes, which ensures higher productivity of employees and reduces the costs of running a business. It is a fully functional solution which allows companies to effectively operate their businesses and improve customer satisfaction.

In order to ensure the exchange of information with other applications within a company, IRIS can be equipped with the integration mechanisms, e.g. ERP type apps, which additionally increases its effectiveness.

The whole solution was created in light web technologies which allow us to use the application in any place in the world, regardless of whether it is installed on a company’s server or a public cloud-based solution. The user interface was designed by using UI best design practices, so it is intuitive and simple to use. All the technologies used in the creation of the solution come from one producer – Microsoft – which helps them ensure proper uniformity and compatibility. In cases when the system is activated in Microsoft Azure, the user gets additional benefits – no need for having own infrastructure and sophisticated safety and backup systems. A device built in such way helps to focus on running your own business without any need for dealing with technological intricacies of the system.

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