Oracle Utilities Customer Solution - Innovating for the Road Ahead ...
Post on 13-Feb-2017
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Complete Customer Platform for Today’s Utilities
Deliver outstanding service in every customer interaction.
Streamline operations from the service point to revenue collection to service renewals.
Reduce operating costs and improve call center efficiency.
Prepare for a flexible, scalable future with a clear, smooth path forward.
Oracle Utilities Customer Solution provides a complete and
integrated platform that meets utilities’ needs now and into the
future. Oracle’s modern approach to utility technology means our
customers are empowered with the most innovative customer
platform in the industry, ready for whatever business challenges
lie ahead. Oracle Utilities Customer Solution expertly manages
each stage of the customer lifecycle, from billing and back
office operations, to customer programs and deep customer
engagement.
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The Changing Industry
The utility industry faces transformative pressures from nearly every angle. Consumer expectations
continue to evolve swiftly as available technology drives new trends and makes information more
accessible. Conservation efforts and changing markets around the world continue to influence regulations
and utility challenges. Ideas that were once considered cutting edge - smart grid, distributed generation,
pre-paid billing - are becoming commonplace and require utilities to respond more quickly. Utilities faced
with flat, or even declining, demand must find new revenue sources and explore new business models.
Utilities need a Customer Information System (CIS) that not only meets their needs now, but one that
also positions them to easily adapt as the industry continues to change, proactively leveraging innovative
business models to promote growth and longevity. Utilities need a solution with a strong history and a
bright future, one that prepares for all of the challenges and opportunities that lie ahead.
embrace your
FUTURE
What's next for Customer Information Systems?
Data Driven Decisions
Innovative Value Add Services
Trusted Service Leadership
Integrated Customer Engagement
Proactive Multichannel Communication
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A Complete Customer Platform
Modern consumers expect more than just a bill from their utility providers: they want a consistent and
valuable experience through a variety of channels. They want more choice in how they interact, and they
want more access to information on demand. Oracle Utilities Customer Solution allows utilities to engage
the modern consumer with more flexibility and agility.
Oracle Utilities Customer Solution meets the needs of utilities of all sizes with its modular design. The core
component of the customer solution is a powerful CIS that lays the foundation for customer service and
streamlined operations. In addition to this, utilities can choose a range of applications to form the perfect
platform to address their specific challenges and goals.
Solution Components:
• Oracle Utilities Customer Care and Billing: A complete billing and customer care application
• Oracle Utilities Customer Self Service: Online account management, bill payment, and service requests
• Oracle Utilities Analytics: KPI tracking & Reporting
• Oracle Utilities Quotations Management: Forecasts usage and validates pricing quotes for retail utilities
• Oracle Customer Experience: Sales, Marketing, Service, and Social Media applications
Oracle Utilities Customer Solution
Customer Care and Billing
Customer Self Service
Customer Experience
AnalyticsQuotations Management
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Complete Meter to Cash to Customer in One Solution
Utilities are faced with enough complexity in today’s utility industry; meter to cash platforms should be
simple. Oracle gives utilities the option to leverage its market-leading customer and meter applications
within one complete solution. Oracle Utilities C2M delivers robust meter data management capabilities
built into the customer platform. With Oracle Utilities C2M, utilities get comprehensive meter data
management and customer systems in one complete solution on one technology stack with no
integration.
Simplify Meter to Cash
to Customer
• Streamline data management
and all meter to cash business
processes
Expand Smart Meters Seamlessly
• Take advantage of built in advanced
usage capabilities for all meter
data, simply add interval licenses
as you add more smart meters
Reduce Platform Costs
• Cut technology costs by
25% with one solution on
one tech stack
Market-leading CIS and MDMS in one solution:
simplified data management and meter to cash processes
Seamless, cost-effective smart meter expansion: simply add
MDM licenses as you add more interval meters
One technology stack and no middleware: reduces
technology costs approximately 25%
25%
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Streamlined Operations
With Oracle Utilities Customer Solution, utilities drive business process efficiency from the service point
to the customer for meter-to-cash optimization. Oracle Utilities Customer Care and Billing’s (CC&B)
streamlines every aspect of the customer lifecycle — service connection, rating, billing, payments
processing, collections and field work — allowing utilities to reduce overall cost and increase customer
satisfaction.
With Oracle Utilities Customer Solution, utilities:
• Automate billing processes to improve efficiency
• Test and implement even the most complex rate structures quickly and easily
• Quickly comply with new regulatory mandates
• Ensure billing accuracy and reduce batch billing process time
• Tailor billing cycles and formats to fit residential, commercial, and industrial customers’ needs
• Track payment, credit and collections activities easily, minimizing write-offs
• Automate service order initiation and easily schedule service appointments
• Drive peak meter-to-cash process performance
• Scale to support future growth
• Easily adapt to new business models like advanced metering and distributed generation
Oracle Utilities Customer Solution: Prepared for the road ahead
Prepaid Billing Value-Added Programs and
Services
Electric Vehicle Charging
Infrastructure
Scalable AMI/AMR
Technology
Data Driven Decisions
Complex Billing Multi-Channel Communication
Distributed Generation
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Deeper Customer Engagement
Oracle Utilities is committed to providing solutions that empower utilities to achieve customer service
excellence. Oracle Utilities Customer Solution delivers the comprehensive platform utilities need to engage
and delight their customers.
With a robust CIS built specifically to fill the needs of utility customer service teams, Oracle Utilities
Customer Solution helps drive peak performance in contact centers. The solution’s intuitive navigation
reduces training time and increases productivity. A configurable user-interface allows utilities to define
exactly what customer service representatives need to see to provide the best service to customers, and
a comprehensive view of each customer account allows them to easily resolve even the most complex
customer issues.
The complete platform allows utilities to deliver customized engagement through all channels. With
communication preference management, customers can define how and when they would like to receive
communications from the utility, and for what type of information. And with Oracle Utilities’ commitment
to innovation, utilities are prepared to offer new value-added services to customers, like prepaid billing or
conservation programs.
With Oracle Utilities Customer Solution, departments and teams across the utility can work in sync
to deliver great customer service. Work items can be quickly assigned to the right people for the job -
including field crews - to allow visibility into all work in progress and ensure speedy completion of all tasks.
360˚ Customer View
Program Management
Prebuilt Analytics
Multichannel CommunicationCC&B
Customer Experience
Field Service Integration
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Program Management
Oracle Utilities Customer Solution supports the entire lifecycle of utility services and products with
Customer Program Management. Customer Program Management includes end-to-end process
management features to drive more effective, successful customer programs. With Customer Program
Management, all facets of customer programs - from customer segmentation and targeting to marketing,
program enrollment and customer support -work in sync to promote excellent service and deeper
engagement.
Self Service
Oracle Utilities Customer Self Service (CSS) offers a comprehensive web portal to enhance utility
customer service. With rich, prebuilt, automated online account management functionality utilities can
deliver superior customer service while driving down operating costs. Oracle Utilities CSS allows utilities to
engage with their customers anytime, anywhere through a comprehensive web portal.
Key Customer Service Features
• Control Central: Consolidated view of all key information related to each utility customer account
improves customer service efficiency.
• 360˚ Customer View: Complete customer account information in a single interface configured based on
the user’s role allows for deeper customer engagement and more comprehensive and efficient service.
• Task Assignments: Customer service personnel can assign tasks to the appropriate teams, including
field crews, and have a consolidated view of all incomplete tasks that require attention.
• Customer Program Management: Utilities can quickly create and manage new value added programs
and services.
• Self Service Account Management: Utility customers pay bills, manage accounts, see detailed usage
and request service through an online portal.
• Multi-Channel Communication: Users manage customer communication and outreach from multiple
channels, including social media, marketing, and sales force automation.
• Integrated Field Work: Customer service representatives quickly schedule field work resources to
address issues or service requests.
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Complete Insight
With Oracle Utilities Customer Solution, utilities are prepared to leverage complete
analytic insight into customer, revenue, and usage data to drive more effective customer
service and operations. The solution’s pre-built dashboards, key performance indicators,
and automated reporting deliver streamlined, comprehensive insight into solution-wide
trends and performance.
Oracle Utilities Customer Solution Analytics
• Customer Analytics including customer case and contact type trends
• Revenue Analytics including year to date revenue and bill usage trends
• Credit & Collections Analytics including arrears insight, collectibles, and write-offs
• Exception Analytics including incomplete and complete tasks and completion trends
Prebuild KPI and Dashboard Categories
Self Service
MDM
CC&BOracle Utilities
Analytics
Customer Analytics
• Customers• Cases• Customer Contacts
• Revenue• Billed Usage
Revenue Analytics
• Arrears• Collectibles• Write-Offs
Credit and Collections Analytics
• Completed To-Do• Incomplete To-Do
Exception Analytics
• Consumption• AMI and Devices• VEE
MDM Analytics
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Customer Experience
Many utilities are embracing the concept of the customer experience as the next level in service
excellence. Utilities strive to cultivate a relationship with customers through deep engagement, valuable
services, and trusted leadership.
In addition to serving as the core back office and call center application for utilities, Oracle Utilities
Customer Solution’s complete platform also supports customer information across all channels. With this
comprehensive approach, utilities can provide an outstanding customer experience in every channel they
leverage.
Because each utility’s needs are unique, Oracle Utilities Customer Solution supports a modular approach to
customer experience, with a range of features and tools to address customer experience needs, including
online chat support, knowledge management, marketing automation, social media management, sales
force automation, and more. With Oracle Utilities Customer Solution, utilities can chose the customer
experience features they need or implement additional modules as they grow, building the perfect solution
to fit their budget and customer experience goals.
MARKETING SALES SOCIAL SERVICE
Oracle Utilities Customer Solution
CIS MDM Analytics Self Service
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Oracle Delivers More Value, Faster
Oracle Utilities Customer Solution is designed to get utilities up and running quickly with a fully integrated,
powerful platform, and keep utilities moving forward as business needs evolve.
Faster Implementation
• Integrated platform reduces implementation time and cost
• Highly configurable features and processes eliminate the need for heavy customization
• Includes prebuilt, process-based workflows according to industry best practices
• Multiple deployment options, including Express Implementation and cloud delivery
• Simplifies upgrades and maintenance to keep utilities empowered with the latest features and tools
Powerful Platform
• Complete, integrated solution improves system interoperability and process automation
• Enables consistent customer experience and communication management across channels
• Single user-interface reduces training time and improves customer information access by eliminating the
need to toggle between systems
• Consolidated technology platform allows for reusable IT skills and streamlines technology management
• Comprehensive prebuilt analytics and dashboards provides broader insight into solution-wide
performance
• Process-based platform integration optimizes customer service workflows and communication
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The Oracle Solution
Oracle Utilities Customer Solution delivers the complete and integrated technology platform utilities need
to meet changing customer expectations and market trends. Oracle Utilities Customer Solution empowers
utilities to nurture each stage of the customer lifecycle and drive outstanding service in every customer
interaction across all channels. With Oracle Utilities Customer Solution, utilities streamline operations from
the service point to the customer and everywhere in between.
When utilities choose Oracle solutions, they’re not just getting a committed and proven technology
partner: they also join a vast network of Oracle Utilities customers. This active network engages in user
groups and roadmap advisory, offers support, guidance, and ideas to their peers, and helps drive our
ongoing innovation.
Ready to get started?
To find out more about driving efficient operations and delivering excellence in customer service, visit
oracle.com/goto/utilities or call +1.800.ORACLE1 to speak with an Oracle representative.
Deliver Service Excellence
Simplify IT Adapt to New Business Drivers
CONTACT US
For more information about Oracle Utilities Customer Solution, visit oracle.com/goto/utilities or call +1.800.275.4775 to speak to an Oracle representative. OUTSIDE NORTH AMERICA
Visit oracle.com/corporate/contact/global.html to find the phone number for your local Oracle office.
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