Wipro’s Customer Experience Management solution for Utilities, leveraging Oracle Cloud
Utility customers are evolving at an unimaginable pace. Not only do they want the entire stack of smart and convenient digital services that their retail and financial services providers have been pampering them with, they now want to take mighty leaps ahead. Today’s utility customers want complete control over what they consume and when they want to switch to battery/renewable sources; how they get incentivized and rewarded; how they give back power to the grid and the price points at which they are willing to do so. No other industry is creating prosumers on the same scale as a utility. This is forcing the traditional Customer Care & Billing (CC&B) space to evolve into more sophisticated Customer Information Systems & Relationship Management Systems (forecasted to be $61.1Billion in the next decade ). The problem with typical utility systems is that they can take 18 to 24 months to design, develop and implement while today’s business environment has made that untenable. Utilities can‘t afford to wait more than 10 to 12 months.
The solution lies in a digital, cloud-based Customer Information System (CIS)-as-a-Service – “Wipro’s Customer Experience Management Solution for Utilities”.
Some of Wipro’s utility customers in highly advanced energy markets like APAC, Europe, UK and the Middle East have already leveraged this solutionand have reduced their implementation time by 30 - 40%. One of the key reasons customers want Wipro’s digital cloud-based CISis because they can get a feel for a comprehensive range of preconfigured digital solutions with demos during the design phase itself (no waiting for UAT!). Any customization that is required can then lead to quick prototyping and rapid implementation. The solution covers functional areas from customer onboarding, metering, billing, payments, collections, CRM to customer experience and omni-channel self-service capabilities (covering mobile, web and social media). WithOracleC2M/CCB/MDMplatformsintegrated with Oracle CX Cloud in a hosted and managed service model, the solution takes the pain out of modernizing customer-facing processes. For example, instead of procuring and managing Oracle licenses, hosting infrastructure and running operations, the utility needs to pay a small fee and free itself to focus on more important business elements. In addition, the utility has the flexibility to choose an OPEX or CAPEX model. Wipro’s Customer Experience Management Solution for Utilities works with a number of tools, Wipro IPs around Oracle and prebuilt integration adapters that have easy plug-and-play capabilities. It has a datamigration accelerator, its own geo-specific market messaging solution, dashboards for monitoring operations, training modules and pre-built custom reports. Among the more advanced capabilities the solution provides is access to Wipro’s Athena, an AI-based exception handling solution, purpose-builtfor Oracle Utilities customers. Athena is designed to allow the system to continuously improve, thereby boosting efficiencies and reducing operating costs on a sustained basis.
Utility customers have the confidence that the solution will provide exceptional results because it is based on Wipro’s well-established Oracle expertise and is combined with the experience of managing 20+ large utility transformations across the globe. The technical vast store of domain experience and expertise provides Wipro the ability to create solutions that not only improve customer experience but also lower TCO and boost ROI.
Global Head – Oracle Industry Solutions, Wipro Limited
Vijay Malladi has over 20 years of experience in IT and heads Oracle Industry Solutions Practice at Wipro. Vijay has played various roles in Competency Leadership, Digital Customer Experience, Utilities CIS and Cloud Solutions. He is a regular speaker at Oracle events and Customer Forums.
Consulting Manager – Energy, Natural Resources, Utilities & Construction, Wipro Limited
Rathish has 14 years of experience in Utilities consulting, solutions design and pre-sales support. He has been a part of large-scale CIS and Smart Metering transformation programs using Oracle Utilities solutions.