Utility companies in sectors such as electric, natural gas, water, and sewage incorporate Customer Information Systems (CIS) and Operational Customer Relationship Management (CRM) systems to manage customer service functions including personalized user experiences, order processing, product and service management, and billing and credit collection. Utility companies also employ Call Center Management Systems and Ticket Management Systems to streamline issue reporting and response, schedule service visits, and provide general customer support. Software such as Enterprise Resource Planning (ERP), Enterprise Asset Management (EAM), and Field Service Management (FSM) solutions are implemented to automate office-management functions, facilitate project maintenance initiatives, and deliver operational onsite services.
DisputeSoft has served as a consulting and testifying expert on software project failure matters within the utilities industry. DisputeSoft served as a software expert on behalf of a gas and electric utility company in an arbitration matter regarding a billing and outage management system (OMS). Our experts reviewed project documentation and partially delivered software, and calculated the valuation of work completed in accordance with standard value methodology.
In a software project failure dispute involving “out-of-the-box” ERP software for a waste management company, DisputeSoft analyzed documents, testimony, and industry standards to establish the defendant’s violations of business ethics and industry standards for project management and software engineering. Our experts provided opinions in support of the plaintiff’s misrepresentation and breach of contract claims, which alleged that the vendor knowingly and willfully misrepresented that it had an “out-of-the-box” solution but instead delivered incomplete and untested software resulting in a failed implementation.