CPFL Energizes Operations with SAP Systems and Support
- Keep pace with regulatory issues
- Imrove operational efficiency
- Reduce costs
- Management and support of SAP Systems
- Support for data center operations
- Introduction of new applications
- Improved customer service by reducing average response time
- Lowered costs
- Gained greater stability of IT operations
Investing in technology to remain competitive
The electric energy sector in Brazil is very dynamic because the National Electric Energy Agency (ANEEL) imposes new mandates annually that must be followed strictly by power companies for generation, transmission, distribution and trading.
CPFL Energia, founded more than 100 years ago, is the largest private group in the electricity segment. Its businesses include distribution, generation and sale of electricity services. Moreover, it is considered a leader in renewable energy in Brazil, with a diverse array of companies ranging from large and small hydroelectric plants to wind farms, biomass plants, thermal fuel oil and, more recently, the first solar power plant in the state of São Paulo.
Another area in which it operates is developing awareness about conservation and the efficient use of electric power programs, investing in smart grids, electric urban mobility, city management technologies, and more.
To serve so many areas and meet all demands while remaining competitive in the market, the company must continually invest in technology and improvements.
Answering customer demand on time
One of CPFL’s main challenges has been to tailor its SAP applications and infrastructure to regulatory changes imposed by the government.
“New resolutions are constantly being passed, and the time frame in which we must analyze and specify them for development has been a big difficulty for us,” explains Marney Antunes, commercial director for CPFL Energia Group.
Beyond the regulatory issue, operational efficiency and cost reduction have also been challenges to IT in the energy market. To meet all these demands, CSC has worked very closely with the CPFL IT team, studying and charting improvements to evolve and modernize its SAP systems and data center operations.
A longtime partner
CPFL's partnership with CSC began in 2009 when it agreed to develop the Director Plan of IT (DPIT), which defined the entire strategic plan for continuous improvements in various areas of the company. CPFL then selected CSC to provide application management services and manage data center operations. CSC has since expanded the relationship to include implementing the latest SAP enhancements.
"We did some initial services contracts. After that the experience of working with CSC proved beneficial for CPFL, and we created a model in which we saved costs in addition to achieving the business objectives we set for the SAP technology and our infrastructure," explains Marcelo Carreras, IT director for CPFL Energia Group.
The CSC team supports the entire SAP platform, including operations, transformation projects and regulatory updates. CSC’s application management services provide maintenance, operation, support and management systems, meeting demands onsite and offsite, reducing internal costs and operational risks of CPFL, and increasing the efficiency of the company’s IT program.
CSC was also responsible for the physical installation of the data center and assets of CPFL. Five years ago, CSC helped the company implement and build its data center and currently operates CPFL’s entire computing infrastructure.
Together with the CPFL team, CSC identifies the needs, defines the solutions and develops the projects — including testing, documentation and support. With well-defined steps, the team continuously works on improving systems, aiming to improve quality and reduce costs.
According to the IT director, CPFL enjoys consolidated and stable IT operations, which is very rare. Another positive result is the billing operation, which lets the company process about 7.5 million accounts per month, with less than one error for each 10,000 customers. Many customers of CPFL already receive their bills by email, and this is a big step for the sales team.
According to Antunes, CSC’s extensive national and international experience in the utilities sector makes CSC an important supplier for CPFL.
"The partnership with CSC has also contributed a lot in productivity,” adds Antunes. “As an example, think of the improvements we have made in customer relationship management, where the average response time has been reduced. As a result, we can improve the quality of service to our customers."