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Epitome Systems Launches EPM On-Demand Complaint Management Solution for PGW
On-Demand complaint management solution reduces costs; improves customer service for utility

Wayne, PA August, 2007 Philadelphia Gas Works (PGW) has awarded Epitome Systems its first On-Demand Complaint Management (CM) contract. Epitome Systems, the leading provider of Enterprise Productivity Management (EPM) On-Demand business technology, implemented its highly configurable CM system to reduce PGW’s costs, improve complaint processing speed, increase process efficiency and deal with significant changes in the state of Pennsylvania’s customer service standards and compliance regulations.

Epitome’s Complaint Management (CM) application leverages all aspects of Epitome’s EPM On-Demand business process platform to ensure complaints are processed and addressed in compliance with state regulations. The end-to-end solution provides business process management services and workflow services to speed processing, collaboration to share and distribute information real-time, imaging to convert paper documents into digital data, and system integration that interfaces with PGW’s core legacy systems.

As one of the largest utilities in Pennsylvania, PGW was seeking to improve their ability to efficiently assimilate the necessary customer information and documentation required by the regulatory body as it pertained to individual complaints. PGW was also looking to reduce the amount of time it took to process and resolve complaints by at least 40 percent, reduce backlog, avoid penalties associated with unprocessed complaints and provide better customer service.

Since implementing the Epitome solution, PGW has achieved and maintained 100 percent completion of PA PUC complaints in less than 30 days, despite launching during one of PGW’s busiest seasons. In fact, after just the first month of implementation PGW reduced the number of days it takes to respond to a complaint case by 66 percent, or from six days down to two days. In addition, the solution has reduced the amount of overtime dollars previously spent minimizing complaint backlogs.

Through our EPM On-Demand business process platform, PGW has a highly flexible and scalable customer service solution that extends to the enterprise, said Vince Rogusky, CEO of Epitome Systems. “PGW can now better serve its customers while realizing process optimization and cost savings.that’s what EPM On-Demand is all about.

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About Epitome
Epitome Systems is the pioneer of Enterprise Productivity ManagementSM (EPM) On-Demand business process technology that helps companies achieve increased productivity, profitability and competitive advantage. The company's EPM On-Demand Business Process Platform is a single platform that automates and connects business processes while sharing and delivering information in real time. EPM On-Demandmaking business work better. For more information please visit www.epitomesystems.com.

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