Case Study: Stadsverwarming Purmerend achieves higher customer satisfaction and lower costs with MECOMS from Ferranti

Stadsverwarming Purmerend uses MECOMS to increase service while lowering costs

Stadsverwarming Purmerend, the district heating company of Purmerend in the Netherlands, wanted to take back control of its front- and back-office operations after outsourcing left it with limited business insight, weak credit collection, lower customer satisfaction, and high costs. To address these issues and prepare for future regulatory changes, it selected MECOMS from Ferranti as an integrated solution for billing, credit management, CRM, meter data management, and related utility processes.

Ferranti implemented MECOMS on top of Microsoft Dynamics AX, enabling SVP to insource key processes, unify its operations, and give customers online access to billing and metering data. The results were strong: customer satisfaction increased, complaints stayed below 1% of inquiries in the go-live year, payment rates improved, and operational costs fell by approximately 20%. Ferranti also helped SVP become more flexible and better able to make data-driven decisions and adapt to future change.

Stadsverwarming Purmerend

Walter Verdonk

Chief Financial Officer