Tata Power Delhi Distributions Ltd. (Tata Power-DDL) kept its employees connected to critical enterprise content with the help of OpenText Documentum.
The solution helped the utility giant play a critical role in India’s fight against COVID-19.
Tata Power-DDL is a joint venture between Tata Power, India’s largest integrated power company, and the Government of NCT of Delhi. It serves 7 million consumers in North Delhi.
During the pandemic, 70% of Tata Power-DDL’s employees had to work remotely. As a regulated company, it needed its employees, customers, regulators, and external stakeholders to access mission-critical content and business processes. The information was critical for powering hospitals, essential utilities like water supply, and pharmacies and laboratories.
“OpenText Documentum helped during the COVID-19 situation,” says Santadyuti Samanta, head of IT at Tata Power-DDL. “We needed to establish communication with authorities, including the Delhi government, healthcare organizations, and municipal corporations, so we created workflows on top of Documentum.”
“Access was provided to people inside and outside of the organization. As a result, we have remained resilient, enabled our employees to work from home, and continued to deliver for our customers throughout the pandemic,” adds Samanta.
Documentum’s ability to integrate with key business applications also helped Tata Power-DDL to provision digital self-service payment options quickly during the pandemic. It allowed customers to easily view and pay their bills on time via the web, SMS, and apps such as WhatsApp and Paytm.
“The result was a dramatic and lasting increase in electronic payments via mobile channels. Digital payments increased from 61% to nearly 96% during the pandemic and remained at 89% when the lockdown was lifted,” says Samanta.
OpenText Documentum xCP, a case management framework, also allowed Tata Power-DDL developers to rapidly design and deploy solutions. For example, the utility company built a mobile application for its employees as well as an online self-service portal for customers to help maintain customer care levels.
“Tata Power-DDL’s digital innovation journey laid a foundation that enabled them to quickly adapt and respond to their internal and external customers’ needs in a time of crisis,” says Muhi Majzoub, the chief product officer at OpenText. “We are proud to be a part of the work Tata Power-DDL is doing to help keep their people and communities connected and safe.”
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