Sydney - Brisbane Water, a commercialised unit of Brisbane City Council, today announced the implementation of HiAffinity, a tailored customer billing and management solution from DST International.
Brisbane Waterâs 400,000 residential and commercial customers are benefiting from a more intuitive customer service solution, which streamlines processing times for complex client requests.
"This migration to HiAffinity has been extremely smooth and we expect that Brisbane Water will achieve significant quality and productivity improvements," said Mr Ian Mathieson, DST Internationalâs Australia and New Zealand CEO.
"With higher integration of automated business processes in Brisbane Waterâs day-to-day customer dealings, the organisation can also expect meaningful cost savings. In previous experience with similar Australian entities, these new solutions from DSTi have produced cost savings of up to 35%."
"Brisbane Water will derive significant immediate staff productivity benefits from HiAffinity's customised Call Centre contact screens, while an established long-term software development program will enable Brisbane Water to better tailor its billing solutions," Mr Mathieson said.
The HiAffinityâs Business Rules Engineâ¢ will allow Brisbane Water to dynamically alter the system functions to accommodate new business requirements.
Within a 48 hour period, Brisbane Water integrated the HiAffinity core module, Customer and Billing system, as well as its Business Rules Engineâ¢ (BRE) with the organisation's substantial customer database. DSTiâs BRE ensures that Brisbane Water staff and customers have access to a highly functional system with minimal need for additional software development.
Moving forward, Brisbane Water will consider evaluating other HiAffinity web-based modules to optimise the self-service functionality of the organisation's account management and billing software.
HiAffinity is a DSTi Billing solution and is marketed and distributed locally through DST International. Brisbane Waterâs selection of HiAffinity follows the successful implementation of the customer information system with Victoriaâs South East Water Limited.