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Thursday, February 20 • 2:45pm - 3:30pm
ONE Gas Delivers Rapid Customer Value by Leveraging Milestone Utility Customer Experience (uCX) for their Legacy CIS

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ONE Gas, Information Technology Manager, Baskaran Susaimanickam, and Milestone COO, Frank Anderson will share ONE Gas's journey to deliver an enhanced customer experience while maintaining their legacy CIS.  Working with long time partner, Milestone Utility Services, ONE Gas was able to deliver a multi-channel Customer Self Service experience and deliver an enhanced CSR Experience without replacing or modifying their legacy CIS.  Through detailed process knowledge and integration, and leveraging the integration and technology skills of both the Milestone and ONE Gas team, ONE Gas has been able to deliver great results to not only their external customers but also to their internal front line Customer Service Agents,  ultimately reducing their overall cost to serve.  In this session hear their story, the lessons learned along the way, the benefits they have achieved, their use and thoughts on cloud services role and continued plans to keep enhancing the customer experience.

Speakers
avatar for Baskaran Susaimanickam

Baskaran Susaimanickam

IT Manager, ONE Gas Inc.
Baskaran Susaimanickam is Manager of Information Technology for ONE Gas, Inc. ONE Gas, Inc. (NYSE: OGS) is a 100-percent regulated natural gas utility headquartered in Tulsa, Oklahoma. ONE Gas provides natural gas distribution services to more than 2 million customers in Oklahoma... Read More →
avatar for Frank Anderson

Frank Anderson

Partner and COO, Milestone
Frank is a Partner and COO of Milestone and has been with the company since 2006. He has over 20 years of energy and utility experience and has worked with over 40 different energy and utility companies on various aspects of their mission critical application projects. Frank’s roots... Read More →


Thursday February 20, 2020 2:45pm - 3:30pm
Renaissance West