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Integrating Oracle DSS and Smart Meters to Cut Customer Service Times

Impact Delivered

  • 30% faster service times through automation
  • 20% drop in collections within 6 months
  • Improved overall customer experience
  • The Customer

    The Customer

    The organization is among the leading publicly owned electric utilities, offering affordable and dependable energy to a vast number of customers and residents. Their core objective is to supply clean, cost-effective, and consistent power while ensuring top-tier customer service. The customer’s energy sources include wind, solar, and biomass, as part of their commitment to reducing environmental impact. They are renowned as a foremost utility in the region for our green power sales.

  • The Challenge

    The Challenge

    3D-Priniting-Challenges-Img.jpg
    • Unintegrated systems causing inefficiencies
    • Delays due to non-automated service processes
    • Time-consuming and error-prone billing tasks
    • Lack of integrated services affecting operations
    • Missing data-driven decision-making tools
  • The Solution

    The Solution

    • Implemented Oracle’s DSS portal and integrated it with CC&B and smart meters.
    • Enabled data presentation from backend to customer portal.
    • Integrated bill, payment, and communication systems (SMS/email).
    • Enhanced web portal security using the customer’s identity system.
  • Solution Components

    Solution Components

    Oracle’s CC&B, OUAF, Digital Self Service (DSS) Portal, Smart Meter and SGG solutions, Oracle SOA Suite, Oracle WebLogic, ODI, and OIM

  • The Results

    The Results

    • Enhanced customer experience via the DSS portal.
    • Automated processes led to diverse payment options and quicker processing.
    • Cut customer service times via automation.
    • Boosted communication for both utility and marketing purposes.

Impact Delivered

  • 30% faster service times through automation
  • 20% drop in collections within 6 months
  • Improved overall customer experience

The Customer

The organization is among the leading publicly owned electric utilities, offering affordable and dependable energy to a vast number of customers and residents. Their core objective is to supply clean, cost-effective, and consistent power while ensuring top-tier customer service. The customer’s energy sources include wind, solar, and biomass, as part of their commitment to reducing environmental impact. They are renowned as a foremost utility in the region for our green power sales.

The Challenge

3D-Priniting-Challenges-Img.jpg
  • Unintegrated systems causing inefficiencies
  • Delays due to non-automated service processes
  • Time-consuming and error-prone billing tasks
  • Lack of integrated services affecting operations
  • Missing data-driven decision-making tools

The Solution

  • Implemented Oracle’s DSS portal and integrated it with CC&B and smart meters.
  • Enabled data presentation from backend to customer portal.
  • Integrated bill, payment, and communication systems (SMS/email).
  • Enhanced web portal security using the customer’s identity system.

Solution Components

Oracle’s CC&B, OUAF, Digital Self Service (DSS) Portal, Smart Meter and SGG solutions, Oracle SOA Suite, Oracle WebLogic, ODI, and OIM

The Results

  • Enhanced customer experience via the DSS portal.
  • Automated processes led to diverse payment options and quicker processing.
  • Cut customer service times via automation.
  • Boosted communication for both utility and marketing purposes.

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