Oracle Utilities Customer Solution - Innovating for the Road Ahead ...

Innovating for the Road AheadOracle Utilities Customer Solution

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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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