Case Study: Large Utilities Provider (4M customers) achieves 50% reduction in paper correspondence and 12% printing cost savings with VistaVu Solutions

Large Utilities Provider - Customer Case Study

Large Utilities Provider, an electric and gas utility with more than 4 million customer contracts, faced a major modernization challenge: replacing a 29‑year‑old CIS/IVR/web stack and consolidating a fragmented bill‑print operation that produced 300+ correspondence items across many locations. They engaged VistaVu Solutions to centralize print, eliminate outdated correspondences, enable paperless billing and self‑service, and integrate solutions such as SAP CRM/UCES and IBM’s Customer Management on Demand (CMOD).

VistaVu Solutions managed the full project lifecycle and implemented SAP CRB modules, FIS Global (Metavante) formatting for XML and on‑demand messaging, and IBM CMOD for image retention and web access—centralizing printing, automating billing, and launching a secure customer invoice portal. The program delivered measurable results: a 50% reduction in paper correspondence, 12% savings in printing costs (achieved a year early), higher first‑call resolution and fewer call‑center inquiries, same‑day document loading (giving customers ~3 extra days to pay), completed on time and under a $5M budget.