Big Ideas. Maximising equipment lifespan and customer satisfaction through predictive maintenance

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1 Big Ideas Maximising equipment lifespan and customer satisfaction through predictive maintenance Utility providers can put digital platforms, tools and value-added services such as appliance maintenance to work for their consumers and their business enabling families like the Shaws to access a wide range of digitally-driven services to simplify and improve their quality of life (and make everything easier and simpler for the business).

2 Enabling customers to keep their equipment working To be a truly digital modern utility requires new thinking about how to build not only utility delivery and measurement but also how to use these tools to give customers an easier experience and a higher level of service. Through adding new services fitted to individual needs, consumers can save money and resources, and energy providers can reduce inefficiencies, service times and costs. Here we look at one idea of how new services can remove hassle for consumers as well as simplifying planning and reducing expense for the utility, through a predictive maintenance service model. Powered by the Shaws digital utility services, which they access through their EnergyMix app, boiler maintenance is easy, low-cost and minimises disruption to the family s lives, using predictive analytics to alert the Shaws to problems and give engineers with all the information they need to fix faults. The result for the business is easier scheduling, faster servicing and reduced overheads. For the Shaws it puts them in control, means no unexpected expense and low hassle. Oracle s digital approach is designed to support utilities to achieve their strategy, delivering customer-centric, data-driven platforms and services, has been honed through vast experience working in some of the most demanding utility energy and utility environments in the world. This indepth knowledge of how utility value chains and customers work, combined with our leadership and innovation in digital and data driven business models and value added services that connect to them, has enabled us to support utilities to build their businesses and services around customers. Take a look at the Shaws story to discover how giving customers services such as Predictive Maintenance can be part of your strategy to put your customer at the centre of a more flexible, dynamic, efficient way of accessing, using and controlling the energy they use.

3 Taking the hassle out of boiler ownership The Shaws EnergyMix app can track the usage and wear on boiler components and integrates this data with replacement scheduling and payment and contact data. The app shows a 3D image of inside the boiler and the part that needs replacing. It estimates the length of time needed to replace the part and shows that the cost is covered by their Home Care Pack. A key component on the Shaws boiler is wearing out. The dashboard on the Shaws EnergyMix app highlights a boiler component is nearing end of life. It calculates the energy inefficiency caused by the ageing part. With a guaranteed 12-hour call out, the Shaws are offered an appointment at 5pm that evening. They agree to go ahead and for the 25 excess to be added to the household utility bill.

4 First time fix for a better customer experience The Shaws EnergyMix app integrates data on service schedules, personnel and location, and gives the engineer insight into the nature of the problem before he even turns up. The Shaws need their boiler serviced. The Shaws are shown an arrival time for the boiler engineer. He s also sent them an SMS with the job description, a photo of himself and ID card. They can track his location right up until he parks outside the house. The Shaws are impressed that the engineer already knows exactly what the problem is and has bought along the right part. It s quickly installed, tested and ready for use. Whilst he s with the Shaws the engineer offers to do a real-time check of their boiler s performance. He quickly searches historical call logs and spots a reoccurring theme which can be easily resolved. With a bit of fine tuning the Shaws boiler is now as good as new!

5 How can you use Oracle design patterns to create services like this? Through digital platform, tools and digitallydriven services, you can now enable consumers to gain access to new, more flexible and relevant services, and become more essential to their lives - while reducing your costs and using precious resources more efficiently. The key is to not only deliver digital services and customer experiences, but to put them (and therefore you) at the centre of your customers lives. This is about more than digital platforms: it s about thinking, acting and being business digital. A Predictive Maintenance approach is just one example of the kind of data-driven energy services you can offer to your clients to ensure they stay happy, stay supported and stay with you. Oracle s breadth and depth of digital capabilities, experience with the real business and customer requirements of utilities organisations, and unique design pattern approach to digital challenges, means we can make services such as Predictive Maintenance a reality for you more easily, more rapidly and seamlessly. To discover how you can map these big ideas to your digital strategy and practice visit or contact oracledigital_ww@oracle.com.

6 Jacqueline Gummer Account Based Marketing