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Oracle Utilities

Real Time Oracle billing analytics to enhance Customer experience

NewVision helps a major Gulf Utilities brand improve sales, brand loyalty, and decrease customer churn significantly through Real time analytics implementation within their Oracle Billing system. The robust Billing engine now boasts of automated complex business processes, simplified financial integrations for seamless operations and enhanced consumer experience.

Key Highlights:

  • Automated key Billing processes
  • Real time analytics into Billing for End users.
  • Integration between multiple banks and ERP system.

Technology Stack

Application Development

Java/.net/open Source/angular Js & Other Frontend

Cloud

Microsoft Azure/ AWS

Big Data & Analytics

Hadoop/Tableu/Powerbi/Qlikview

Enterprise Resource Planning

Oracle/salesforce/odoo/erpnext

Customer Relationship Management

Dynamics Crm, Sales Force, Odoo

QA & Testing

Manual/Automation/Performance/Security

As times change end users look for flexibility within the Billed Services they consume. Since this directly impacts their spend, they want options that allow them to analyse their spend and draw actionable insights. An inability to provide such detailed analytics was impacting Sales and Customer Retention for our Utilities Client. The Client was facing significant challenges with showcasing and sharing comprehensive Billing data with their end users.

The Customer uses Oracle Customer Care and Billing (CC&B) v2.5 and C2M for customer information, customer care, billing, metering, and field operations. They had to now consider enhancing CC&B v2.5 to improve consumer experience, automate existing business processes, key CRM processes and integration with multiple banks and ERP system.

In order to achieve the above goal the New Vision Software Team broke down above requirement into the following modules/tasks:

  • E-Biller Online Payments
  • Payment Reconciliation from external channels
  • Virtual Account – One of the external channel payment uploads
  • Online Payments – From Consumer Portal
  • Account Services – Service request, Service request status from Consumer Portal
  • Move-In
  • Move-Out
  • AP Refund – Interface with Oracle ERP
  • GL – Interface with Oracle ERP

Following are the significant features that NewVision implemented within our bespoke solution for the Client:

  • Customer Care and Billing: Our Solution addresses both customer and financial data management while handling receivables functions like payment processing, “budget” and multi-party billing, and credit and collections. It incorporates customer relationship features like order entry & contract management. It provides the end user a 360-degree view of financial data.
  • Customer Relationship Management: We implemented Oracle Siebel Customer Relationship Management to empower our client to meet the complex customer and marketing needs of end users. It addresses sales, service, self-service, marketing, customer order management and more.
  • Billing: Oracle Utilities Billing Component enhancements supplemented the earlier insufficient billing application. It can now perform complex billing required by Smart Metering programs that involve interval metering.
  • Customer Self-Service:  Implementing Oracle Utilities Customer Self-Service helped our Client provide end-users web-based options they demand for paying bills, analysing consumption, and reducing costs. It helps provide the information users need, when they need it, in languages and formats tailored to their specific personal or corporate situations.
  • Quotation Management: Our solution helped the Client create, calculate, and process the pricing structures needed by specific groups of customers. It helped meet the needs of large industrial customers involved in complex demand response or multiple-supplier programs as well.
  • Metering: Oracle Utilities Meter Data Management services provide robust metering solutions capable of validations, estimations and editing of false readings. It provides highly configurable capabilities to support legacy meters as well as new generation AMI meters
  • Situation Analysis: To get a complete understanding of the situation on ground, we carried out a comprehensive study of the existing application to understand the implementation. We completed this in record time.
  • Critical Task Planning: We planned and executed workshops with the customer/stakeholders for review and signoff of documented Requirements & Test Cases. This was also achieved through effective stakeholder involvement and communication to ensure program success.
  • Finalize KPI Metrics: Established a metrics-driven program management approach with a comprehensive project documentation library that included project deliverable templates and samples.
  • Establish Delivery Timeline & Process: Global delivery model and flexible resourcing ensured that the solution was cost effective, while our Oracle Utility Center of Excellence (CoE) ensured delivery of a best-in-class solution.

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