Infosys’ blog on industry solutions, trends, business process transformation and global implementation in Oracle.

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Service Modernization for Utility Enterprises

With the advent of the smart era, a new chapter in the customer service leaflet begun wherein the customer wanted to 'always search' and 'always share' actively. Furthermore, this wish list exploded to include simplified and personalized mobile services which made him neither repeat the problem statement nor wait unknowingly.

This revolution in customer desires necessitated the transformation of the customer service management platform to meet the seven powerful smart service mantras of:  

  • M -- Mobile-oriented
  • A -- Augmented interaction channels
  • N -- No repeating
  • T -- Tailored recommendations
  • R -- Relevant knowledge for self-help
  • A -- Active services
  • S -- Social monitoring

Amidst of the erratic deregulation, infrastructure demons, rising operating cost, and pressure to increase ROI, the energy and utility enterprises today have been trying to deliver quality services to its customers. In the yesteryears, the utility customer service imperative was simple, and hence, the investment into CRM was either not needed or was minimal. However, with the changed definition of customer relationship management (CRM) to customer experience management (CXM), the utility industry is also now looking at options for effective, efficient, and seamless customer information management as well as customer care / service solutions.

To address the need for an improvised customer service solution, utility industries have begun investing into an Oracle Utilities Customer Care and Billing (CC&B) solution which handles all aspects of utility related customer information -- service connection, billing, rating, payment processing, collection, meter reading, etc.

While CC&B addresses quite a few customer relationship features of providing a 360-degree view of the customer, contact center capabilities, account and contract management, self-care information etc. but it still lacks the Smart Service features. As a resolution, the customer service arm of the Oracle SaaS stack, Oracle Service Cloud's contact center, and web self-service solution delivers effective and personalized engagement to the end-customers anytime and anywhere on any device.

Oracle Service Cloud's few benefits are:

  1. Mobile agent desktop as well as self-service portal (a device / browser agnostic portal)
  2. Guided assistance for both agents as well as customers
  3. Personalized cross sell offers based on history of customer purchases / complaints
  4. Rules-based predictive / proactive maintenance
  5. Social sentiment monitoring
  6. Omni channel services -- computer-telephony integration (CTI), email, self-service, social, mobile
  7. Interactive customer engagement - feedback, chat

With Oracle Service Cloud integrated with the CC&B application, the utility enterprises will be able to leverage their existing investment in CC&B while taking advantage of Oracle's industry-leading customer experience SaaS product, Oracle Service Cloud. Furthermore, the service experience can be made richer with the web self-service portal of Oracle Service Cloud embedded within the Oracle Utilities Customer Self Service portal to cover the complete breadth of the self-service capabilities -- knowledge, proactive chats / screen share, feedback, etc.

Here is an example of how Oracle Service Cloud integrated with CC&B can help engage customers in a live interaction leading to the first call resolution (FCR) - 'Case Resolution with Live Chat'.

With Oracle Service Cloud, utility industries can creatively engage customers, capture their interests, recommend best products / offers, thereby increasing cross-selling opportunities and reducing the operating cost of maintaining bigger contact centers, thanks to the guided assistance which leads to call deflection. After all, nothing markets better than a happy customer.

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