Streamlining cross-departmental processes for improved efficiency and customer service

Published: Wed 04 Nov 2015
A blog entry by Oracle Utilities

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Oracle Utilities
Oracle Utilities

Oracle Utilities's Blog

As metering technology becomes more advanced, utilities are often faced with increasingly siloed and complex service order processes. This siloed architecture means that not everyone who needs access to critical data is able to act on the insights it provides.

Orders are typically managed in the customer information system, while advanced metering infrastructure integration resides within the meter data management system. These antiquated business processes result in inefficient service order management across systems, complex integrations; ultimately increasing operating costs.

To support utilities in improving operational efficiency, accelerating issue resolution, reducing costs, and enhancing customer service, Oracle recently launch its Utilities Service Order Management application. It automates and streamlines operations with centralised platform management tools, interoperable solutions, consistent user experience and common data management. The application helps drive innovation within the business by removing its greatest barrier: excessive implementations costs and time.

Oracle Utilities Service Order Management offers a scalable, flexible solution for streamlining service order processes by initiating service task workflows across multiple systems, such as customer service, metering, work and asset, network/grid, and analytics. When a trigger process is completed in a system, the application automatically identifies the next steps and shares them across the platform to initiate, coordinate, and track those workflows – helping utilities to communicate across their entire organisation and break down archaic silos.

With customer service becoming of ever-more increasing importance to utilities as a way to differentiate themselves, they need to ensure that customer experience, not back-end functionality, is their primary focus. By streamlining cross-department data access and service processing, utilities are able to deliver a seamless experience to customers that ultimately brings the two closer together. They are also able to focus on value-add innovations that will keep their network profitable efficient, rather than hamstrung by ineffective and out-dated technologies.