How utilities can meet changing customer expectations and improve business processes with Oracle Customer Cloud Service (CCS)
It is a well-recognized fact that ageing infrastructure in the utilities industry is a major challenge. But the problem extends beyond transmission lines, high pressure gas pipes and water infrastructure. One study found that in the US, on an average, Customer Information Systems (CIS) used by utilities were 29 years old.[i] The same study found that modernizing the CIS led to better customer experience, improved the ability to handle complex rate demands, enhanced contact center efficiency and extended the lifespan of existing legacy systems.
So is it time for utilities to consider modernizing their CIS platforms? Here are some reasons why:
The importance of Oracle Customer Cloud Service (CCS)
One of the key criteria for adopting Cloud-based CIS rests on the fact that utilities will be able to retire the diverse systems they struggle to run and manage for processes such as CRM, consumption calculations, billing/ adjustments, collections, etc. With a single system they will benefit from reduced total cost of ownership, faster time to market and the ability to innovate new products, prices and packages.
With Oracle Utilities Customer Cloud Service (CCS), utilities can establish such a unified platform. It addresses changes in the utilities industry by providing the ability to combine and manage data and analytics at scale – CRM, billing, meter data management, device management, smart grid integration, etc. The result is a single solution with a great customer interface and self-service capabilities.
The reasons for modernizing CIS are urgent. Not only will Oracle CCS help contain costs resulting from on-premise failures of legacy systems but will also streamline business processes, integrate more easily with new technologies, be able to handle massive amounts of customer data, and provide utilities the ability to meet new customer expectations. It is imperative that utilities leverage this platform with the help of experienced technology partners, such as Wipro, as they move towards modernizing their CIS infrastructure.
Global Head – Oracle Industry Solutions, Wipro Limited
Vijay Malladi has over 20 years of experience in IT and heads the Oracle Industry Solutions Practice at Wipro. He has played various roles in Competency Leadership, Digital Customer Experience, Utilities CIS and Cloud Solutions. Vijay is a regular speaker at Oracle events and Customer Forums.