Case Study: SourceGas achieves streamlined customer communications and 99.78% billing accuracy with OpenText

Integrated Opentext Solution Powers Customer Engagement And Billing Processes At Sourcegas

SourceGas, a Colorado-based natural gas utility serving about 410,000 customers across Arkansas, Colorado, Nebraska and Wyoming, faced complex customer-communication and billing challenges: regulatory variations by state, multiple product lines (regulated and non-regulated), slow and error-prone bill changes, and a need for better targeted marketing and customer service.

By integrating OpenText StreamServe and Document Access with SAP CRM and billing, SourceGas centralized document generation and archiving, brought campaign management in-house, and shortened change cycles from weeks to as little as 24 hours. The solution drove measurable benefits: billing accuracy of 99.78%, a 17% drop in billing inquiries, 20% faster handling of inquiries, a sharp decline in complaints (399 to 165), plus marketing gains including a 40% increase in spring tune-up sales and a 160% jump in seasonal grill sales.

SourceGas

Ryan Esch

SAP Analyst