Customer Care Agent Jessica Djaoen at the Commercial Department tending to a client.
PHILIPSBURG--Ninety percent of NV GEBE’s customer master data, including consumer names, account numbers and addresses, has been successfully restored, according to GEBE’s new Temporary Manager Troy Washington, who said data are being recovered thanks to a team effort.
Approximately 70% of the technical data, including connections and installations, has been (re)entered, Washington said. “The team is working around the clock to rebuild the data for thousands of customer accounts, which is being actively done along with the ongoing daily operations.”
Furthermore, GEBE has returned to having customers created directly in the system instead of manually, Washington explained. “This particular aspect requires undergoing the detailed customer application process and entry of original data for every new customer, as well as updates for the previous year’s 5,000+ customers that are also being re-entered into the system simultaneously.”
Rebuilding its billing system after the loss of all consumer information during the ransomware attack by cyber-criminals in March 2022, GEBE’s Commercial Department is “going above and beyond” to complete key tasks, said Washington. “I commend the Commercial Department for their great efforts thus far. Together, we are working hard to swiftly resolve issues and better serve the community of St. Maarten, which remains our focus.”
With a commercial team comprising five staff members, recovering a year of data loss for thousands of customers has been a tedious undertaking. Additional administrative support staff, including those from other departments within the organisation, have been temporarily assigned to help expedite the billing process.
Furthermore, eight young professionals have been recruited in partnership with National Institute for Professional Advancement (NIPA) for temporary employment at GEBE.
“They are providing critical assistance with crucial aspects of manual data organisation,” Washington said.
Customers were previously asked to make monthly payments based on their average utility usage. “If customer payments are not made, the outstanding amounts will accrue on each monthly bill and reflect a combined total,”
Washington noted, indicating that the system automatically calculates and includes all outstanding amounts.
“If payments were made and not correctly applied to customer accounts, those customers are asked to please contact NV GEBE to reconcile their accounts. Once verified, adjustments will be made to accurately reflect those payments on customer accounts.”
Customers who already visited GEBE with billing issues are asked to please be patient, as the data is still being processed into the system, Washington said. “Persons who did a manual move-in/move-out from March 16 to August 30, 2022, are hereby informed that our agents are busy creating accounts in our system.” This is 5½ months of data, concerning 1,573 customers, Washington revealed.
Current bills can be acquired by contacting GEBE, or customers will be contacted after corrections are made, Washington said. “Updated bills will either be delivered or e-mailed to customers. If payments were made and the customer failed to put the contract account number, GEBE will not be able to apply the payment. We are asking those customers to bring in their receipts to GEBE.”
For 3,593 customers who had accounts in 2021 up to March 16, 2022, GEBE is still busy recreating technical master data. There are also customers for whom GEBE has no master data documented. “However, the physical meter is in the field,” Washington said. “NV GEBE will provide more information on how to bridge that gap. These customers are asked to continue making estimated payments based on the average consumption via the bank to keep their accounts current.”
Customers who have closed their accounts and are waiting to receive a refund will be contacted when GEBE is ready to issue those refunds, he added. “Customers who have closed off their accounts and have outstanding amounts should make the necessary payments to clear their accounts.”
Customers who have not received a bill or have any billing concerns are asked to contact GEBE via its help desk at (721) 546-1100/546-1160, e-mail gebesxm@nvgebe.com, WhatsApp +1721-588-3117 or at the Philipsburg/Simpson Bay branch offices. If there are any billing discrepancies, GEBE has implemented a special customer support help desk and additional customer service agents to assist with any enquiries.
https://www.thedailyherald.sx/islands/nv-gebe-working-to-retrieve-the-last-ten-percent-of-customer-data
