Leading Asia-Pacific Utilities Use Oracle® Utilities Customer Care and Billing to Streamline Billing Processes and Optimize Customer Satisfaction
Leading utilities in the Asia-Pacific region are leveraging Oracle® Utilities Customer Care and Billing to help improve customer service, streamline billing processes and accelerate revenue collection.
Customers include Aboitiz Power Corporation, PT PAM Lyonnaise Jaya (PALYJA), TrustPower Limited and Western Power.
Aboitiz Power Company, a holding company engaged in electric distribution and a leader in the Philippine hydroelectric power generation industry, selected Oracle Utilities Customer Care and Billing to replace the various legacy customer information systems (CIS) used by its six distribution utilities. With the deregulation of the utilities industry in the Philippines and expected tight retail competition, Aboitiz Power needed to deploy a commercial-off-the-shelf billing solution for its retail business to provide the flexibility needed to offer customized billing to different retail segments. A single system for Aboitiz Power distribution companies will also enable the consistent delivery of the highest level of customer service in all six utilities.
PT PAM Lyonnaise Jaya (PALYJA) is one of two water companies providing clean water to more than 400,000 service connections in Jakarta and one of the largest water service providers in the Republic of Indonesia. Oracle Utilities Customer Care and Billing will replace a legacy, custom-built billing system. The existing system was not able to handle some of PALYJA’s newer requirements such as regulatory reporting and more extensive audit controls, and the cost to maintain the legacy solution was becoming unsustainable. The flexibility built into the Oracle solution will enable PALYJA to configure it to address PALYJA’s internal processes and requirements without expensive and difficult to maintain software customization.
TrustPower Limited, New Zealand’s fourth largest electricity retailer and fifth largest electricity generator, will use Oracle Utilities Customer Care and Billing to streamline operations and improve customer service capabilities to retail customers. Oracle Utilities Customer Care and Billing will enable TrustPower to increase efficiency and customer satisfaction by providing call center personnel with complete and immediate access to customer account details and history – allowing them to respond more quickly to customer inquiries, and in turn, reduce the load on the call center. In addition, the flexible architecture of the Oracle application will allow TrustPower to more quickly respond to market changes and business strategies, without incurring extensive upgrade costs. TrustPower also uses Oracle Utilities Load Profiling, Oracle Utilities Business Intelligence and Oracle E-Business Suite.
Western Power is responsible for the safe, reliable and efficient distribution and transmission of electricity in Western Australia. Recently, the disaggregation of the electricity market in Western Australia created a separate Retailer and Network Operator. As the network operator, Western Power is required to produce accurate and auditable consumer billing and retailerreconciliation, detailing how much power – and associated cost – each retailer’s customers have used. It chose Oracle Utilities Customer Care and Billing for efficient and effective customer management. Western Power hopes to advance its customer service capabilities to prepare for market deregulation through the maintenance of up-to-date information on all its customers’ supply points. The utility will work with Logica on the implementation.
Other leading utilities that plan to implement Oracle Utilities software include Aurora Energy, City of Winnipeg, Edenor, Greystone Power Corporation, Modesto Irrigation District, San Jose Water Co. and Veolia Water.
“Today, leading utilities worldwide must manage an ever-growing volume of customer data to provide exceptional service and improve efficiency. Oracle is committed to providing utilities with a comprehensive suite of flexible and scalable solutions that deliver tangible business value,” said Quentin Grady, senior vice president and general manager, Oracle Utilities.
“Oracle Utilities applications provide utilities with a flexible, upgradeable architecture, which ultimately allows them to offer customers more choice and to be more self-sufficient in delivering future enhancements more effectively and at a manageable pace and cost,” said Jo-anne Ruhl, general manager, JAPAC, Oracle Utilities.
“With Oracle Utilities Customer Care and Billing we will be able to replace our outdated legacy CIS system with a highly configurable solution to manage all aspects of customer information. This will help us compete more effectively,” said Jimmy Aboitiz, senior vice president, Power Distribution, Aboitiz Power Corporation.
“By replacing our highly customized billing system with Oracle Utilities Customer Care and Billing, we expect to lower our total cost of ownership and be able to respond more quickly to customer needs,” said Nofrins Napilus, chief information officer, PT PAM Lyonnaise Jaya (PALYJA).
“With the Oracle Utilities application suite, we will be able to better address the growing and diverse needs of our customers and allow them to more easily interact with us. Leveraging Oracle’s extensive knowledge and capabilities to streamline and automate our retail activity will help us to maintain our position as New Zealand’s leading electricity retailer,” said Chris O’Hara, retail division manager, TrustPower Limited.
“We chose Oracle based on the strength of its brand and its ability to meet tight implementation timeframes. The system’s configurability and contemporary technology platform, along with Oracle’s experience in the network billing and customer management space were the main factors in our decision,” said Gino Giudice, branch manager, Customer Assistance, Western Power.
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