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| In the Energy and Natural Resources sector, marked by the hegemony of the "Utilities", the following should be considered to be relevant factors determining the new trends: |
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The liberalisation of the
markets (deregularisation),
which implies a client-oriented business model
under the following central axes: |
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Business diversification: new products and services which afford companies growth in business volume, maintenance of the client base and attraction of new clients. |
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Service quality as a value in creating loyalty of current and potential clients: new channels, care centres, service certifications, etc. |
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Globalisation: opening up of new markets. |
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The requirements for flexibility called for in the context of information systems to facilitate changes with security and in shorter periods of time. |
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| Fihoca provides solid experience in services and solutions to: |
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Facilitate the renovation and diversification of services and channels. |
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Incorporate new options in the approach to relations with clients, third parties and personnel in the organisation. |
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Provide a response to the implementations required by products or markets. |
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| Consultancy |
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access to general information |
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Technology consultancy |
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Security audits |
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Proceduring |
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Personal Data Protection Law |
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| References |
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Definition and organisation of
Intranet environment for the publication and
management of technical materials documentation. |
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Security audit of the Internet
information and architecture and Lotus Notes. |
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Performance studies: systems
and corporate network. |
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Drawing up of work procedures
for the Client Care profiles: interaction with
Information Systems and analysis of dysfunctions. |
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Functions of direction and
management of large projects. |
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| Information
systems |
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| access to general information |
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| Based on specialist
technical knowledge and its knowledge of the sector,
Fihoca works extensively in developing information
systems, bespoke systems and in implementing standard
solutions (ERPs) in the following areas: |
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Sales area: contracting, client care, notifications, technical assistance, control of operations, meters, readings, billing and collection. |
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Technical area: exceptions, faults, network, installations, planning, energy management and operation. |
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Corporate area: accounting, fixed assets, budgets and purchasing. |
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| References |
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Commercial system for the management of non-electric products. |
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Commercial system migration: change of technical/functional platform and data migration. |
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Redefinition of the central contracting process. |
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Development of Generation and Distribution applications: fuels management, network exceptions system, network inventory, quality of supply, energy management. |
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Maintenance and new developments in the sales area and SAP fields; ISU, economic/financial, sales, installations. |
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Monitoring and reporting tools. |
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| Knowledge management |
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| access to general information |
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| Accompanying regional deployment policies and strong growth, solutions aimed at creating, obtaining and disseminating knowledge are specified. The main tasks carried out involve: |
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Information and Support to End
Users (clients, employees, collaborators). |
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Preparation, dissemination and
monitoring of commercial practices and client care:
client care documentation and information
Extranets for internal use and use by external
collaborators. |
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Systematic support environment
in the workplace aimed at optimising efficiency. |
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| Multimedia
communication |
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| access to general information |
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Support for the launch of new applications and technologies (guides, simulators, etc.). |
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Content publication and homogenisation tools. Data structuring in multimedia environments and subsequent management and use via Inter/Intra/Extranet. |
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| References |
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CAL of the Economic and Financial System. |
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CAL of the Sales System of a gas company. |
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CAL of the Sales System of a water company. |
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CAL of contracting procedures and guidelines at service points (client and installer care). |
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Intranet publication environment. |
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Technical documentation website. |
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Call Centre System website. |
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| Activity training and support |
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| access to general information |
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Training plans for the
incorporation of new applications |
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Training websites
for specific areas |
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Preparation of
training and informative materials |
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Accompaniment and
support in change management projects |
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Trainer training |
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| References |
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| Services
and outsourcing management |
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| access to general information |
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"Hot Line" support for users in specific information and dissemination systems. |
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Content and applications maintenance outsourcing services. |
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