Dakota Electric Association chooses UMAX to modernize customer service and billing solutions

Dakota Electric Association, the second-largest electric cooperative in Minnesota, has selected Itineris’ UMAX customer information system (CIS) for utilities to replace its aging CIS technology—used to manage their customer service and billing activities.

Dakota Electric is modernizing this critical information system with the goals of enhancing customer service to its 110,000 member-customers and increasing operational performance and efficiency by removing the limits of current applications.

“As an electric cooperative, Dakota Electric exists for our members, so we’re very focused on providing the best electric service possible to them. For example, we recently rolled out a new mobile site to improve access to information and payment options for members,” said Dakota Electric President-CEO Greg Miller “This CIS project, which impacts our performance on a much deeper level, is another example of how we’re modernizing our technology to improve service and operate more efficiently.”

Dakota selected Itineris’ UMAX to help deliver on the following goals:

• Flexibility – improved handling of rate changes, program promotion and enrollment, and member service management
• Integration – a CIS that can integrate and communicate more seamlessly with other key systems including customer self-service, GIS and metering systems.
• Control – bringing system configuration capabilities and control to Dakota Electric resources to better react and serve its members and internal users.

The resulting enhancements expected include better member service capabilities, improved operational efficiency across internal users, expedited case handling for member requests, better exception tracking and handling on billing processes, and less manual processing between applications.

As a Microsoft-certified partner solution, UMAX is fully integrated with Microsoft’s Dynamics AX ERP platform. This tight Microsoft integration means Dakota Electric will enjoy the platform stability and flexibility for the future that goes along with this leading Microsoft ERP platform.
Additional benefits to Dakota Electric operations will include faster, more reliable data movement throughout utility departments, greater flexibility in adapting processes to future business and customer care needs, new reporting and business intelligence capabilities, and an enhanced user experience for DEA employees.

“In a day when the relationship between utilities and their customers is evolving rapidly, we are excited to be part of Dakota Electric’s future,” noted Itineris President, North America, John Beddingfield, “Nowhere than in the energy cooperative are the elements of service and stewardship more real in this industry. And we are proud to provide the solution to help them deliver on those values.”

“When you’re investing in technology that will be central to your operations and service to members for years to come, you want both a solid solution investment and a team that will be your partners for the long haul. We found that in Itineris and are excited to begin this next chapter with them,” noted Sherie Wutschke, Dakota Electric CIS/Billing Manager.

About Dakota Electric Association

Dakota Electric Association is a member-owned, not-for-profit electric utility founded by local farmers in 1937 with the help of the Rural Electrification Administration.

With more than 100,000 members, Dakota Electric is the second largest electric cooperative in Minnesota and ranked among the 25 largest electric distribution cooperatives in the nation.