Innovating for the Road Ahead Oracle 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. 3
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. Integrated Customer Engagement Trusted Service Leadership What's next for Customer Information Systems? Proactive Multichannel Communication embrace your FUTURE Innovative Value Add Services Data Driven Decisions 4
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 Experience Customer Self Service Quotations Management Analytics 5
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 25% 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% 6
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 7
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 CC&B Multichannel Communication Program Management Prebuilt Analytics Customer Experience Field Service Integration 8
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. 9
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 Customer Analytics Customers Cases Customer Contacts CC&B Oracle Utilities Analytics Revenue Analytics Credit and Collections Analytics Revenue Billed Usage Arrears Collectibles Write-Offs MDM Exception Analytics Completed To-Do Incomplete To-Do Self Service MDM Analytics Consumption AMI and Devices VEE 10
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 11
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 12
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. Deliver Service Excellence Simplify IT Adapt to New Business Drivers 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. 13
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. Oracle Corporation, World Headquarters 500 Oracle Parkway Redwood Shores, CA 94065, USA Worldwide Inquiries Phone: +1.650.506.7000 Fax: +1.650.506.7200 CONNECT WITH US blogs.oracle.com/oracle facebook.com/oracle twitter.com/oracle oracle.com Copyright 2015, Oracle and/or its affiliates. All rights reserved. This document is provided for information purposes only, and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document, and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. 2017.01 OUCustomerSolution