This bold move meant much more than acquiring new hardware. The existing SAP packages (SAP/CRM and SAP/ISU) were very rigid, and did not perform well for the complex processes of water billing.
Kiki Quist: "Even though ‘water billing’ sounds simple, our business processes are definitely not simple or straightforward. For example, we have to deal with a lot of transfers, such as address changes. Customers who move house, first had to be removed from the SAP system and subsequently re-registered at the new address. The primary actions involved with that were incredibly labour-intensive. You had to wrestle through seven to nine different SAP/ISU screens."
Kiki Quist: "Other things that are not easily solved with a standard billing application include our complicated discount rules, bills with and without meter readings, bills that need to be sent to a broker or agent, meter readings that have to be taken once a year or once a month, etc."