Cus ustomer er Self Ser ervice a e and nd Or Oracle U e - - PowerPoint PPT Presentation

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Cus ustomer er Self Ser ervice a e and nd Or Oracle U e - - PowerPoint PPT Presentation

Cus ustomer er Self Ser ervice a e and nd Or Oracle U e Utilities es R Roadmap Th Thursd sday, March 5, 5, 2020 2020 8: 8:30a 30am-9: 9:30 30am am The information contained within this document is proprietary to Milestone


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SLIDE 1

The information contained within this document is proprietary to Milestone Utility Services Inc and is confidential. It may not be disclosed to any party outside its intended audience without the written permission of Milestones. This document may not be reproduced, either by photocopy or electronically without the written permission of Milestones. Every recipient of this document acknowledges, by retention and use, the confidential nature of the material contained herein, and agrees to prevent the distribution of this document, by intent or otherwise, beyond its intended audience.

Cus ustomer er Self Ser ervice a e and nd Or Oracle U e Utilities es R Roadmap

Th Thursd sday, March 5, 5, 2020 2020 8: 8:30a 30am-9: 9:30 30am am

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SLIDE 2

Our Presenters

CHRIS BOEKE

Chief Customer Officer

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SLIDE 3

Our Presenters

MARK LAWLER

Chief Information Officer

Services: Electric, Water, Wastewater Total Customers: 115K Electric Smart Meters: 80K+ Water Smart Meters : 95K+ Population: 205,000; 6th largest in NC Demographics: Large Military Population Geography: Service territory located about 80 miles west from the North Carolina coast Largest Municipal Electric Utility in NC

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SLIDE 4

PWC Technology Footprint Fayetteville PWC ePortal & App What's next for FPWC Self Service Challenges

Agenda

Discussion

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SLIDE 5

PWC Enterprise a e and C Custom

  • mer

er E Experience H ce Histor

  • ry

5

2014 2013 2015 2019

Went Live with Oracle ERP, EPM, BI and WAM

2018 2020 2021

Went Live with Oracle CIS, MDM and previous Customer Self Service Portal

  • Stabilization
  • Application Support outsourced

Milestone Self Service Portal Implemented (Oct 2018)

  • EBPP
  • Proactive Alerts and Notifications
  • Service Requests
  • Usage Graphs
  • Programs and Enrollments
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SLIDE 6

Prev evious us Self S Service C e Challen enges es

ORIGIN

  • Lack of vendor support
  • Not adaptable to

changes in business process

  • Part of CIS project

CONTENT

  • Inflexible to add new

functionality

  • Unable to update

content easily

  • Difficult to promote

new programs

DESIGN

  • Expand self-service

capabilities

  • Build payment

integration

  • Become mobile-

friendly

  • Build a modern usable

UI

  • What does the

customer want?

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SLIDE 7

 SSO for multiple vendor services  Responsive design  Configurable  Scalable  Integrated with Payment Processor

Let’s A Address t those C CX Challenges

  • PWC needed a modern web-based, single sign-on customer self-

service portal

  • Also support enhanced utility customer service with data analytics.
  • Give the customer mobility
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SLIDE 8

PWC Enterprise a e and C Custom

  • mer

er E Experience H ce Histor

  • ry

8

2014 2013 2015 2019

Went Live with Oracle ERP, EPM, BI and WAM

2018 2020 2021

Went Live with Oracle CIS, MDM and previous Customer Self Service Portal

  • Stabilization
  • Application Support outsourced

Milestone Self Service Portal Implemented (Oct 2018)

  • EBPP
  • Proactive Alerts and Notifications
  • Service Requests
  • Usage Graphs
  • Programs and Enrollments
  • New IVR
  • TOU Rates Implemented and MDM

integrated to ePortal

  • Apple/Android Self Service App

deployed

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SLIDE 9

PW PWC C Customer r Port rtal

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SLIDE 10

PW PWC C Customer r Port rtal – TOU U Calculator

  • r
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SLIDE 11

PW PWC C Customer r Port rtal

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SLIDE 12

Mobile is the preferr rred c channel

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SLIDE 13

PWC M C Mobile A e App

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SLIDE 14

PWC M C Mobile A e App

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SLIDE 15

Self Self-Ser Servi vice A e Adop

  • ption
  • n s

statistics

  • 26% of our Customer base is registered
  • Over 1,000,000 Logins since go live
  • Almost 1,000,000 payments received via self

service – tripling our online payments Call Deflection:

  • Nearly 11,000 Service Orders processed via

self service

  • Auto Pay enrollments increased significantly

and trending upwards Opportunities:

  • OMS Integration – will increase registration
  • eBill Promotion – will drive enrollments
  • Data Governance and re-analyzing data and

benefits/KPI’s on improvements

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SLIDE 16

PWC Enterprise a e and C Custom

  • mer

er E Experience H ce Histor

  • ry

16

2014 2013 2015 2019

Went Live with Oracle ERP, EPM, BI and WAM

2018 2020 2021

Went Live with Oracle CIS, MDM and previous Customer Self Service Portal

  • Stabilization
  • Application Support outsourced

Milestone Self Service Portal Implemented (Oct 2018)

  • EBPP
  • Proactive Alerts and Notifications
  • Service Requests
  • Usage Graphs
  • Programs and Enrollments
  • New IVR
  • TOU Rates Implemented and MDM

integrated to ePortal

  • Apple/Android Self Service App

deployed

  • OMS Integration - Maps
  • Supplier/Procurement
  • CC&B/MDM to C2M
  • Data Governance
  • WAM/MWM?
  • EBS - HCM
  • APP enhancements
  • EBS Strategy
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SLIDE 17
  • NEXT STEPS:
  • Perform targeted assessments, action the quick wins
  • Develop a technical strategy that will complement the business strategy (short term vs long term)

New C CIO, Wh What To D Do Wi With O Our Platfor

  • rms……

……

  • Continue to extend the Customer (CX) Strategy – Customer Centric (internal & external)
  • Leverage the investments in AMI – Advanced metering - C2M – Data Governance & Business Intelligence
  • Get value out of our Oracle “Platform” investment
  • Simplify and reduce complexity
  • MUST do something – out of support compliance
  • Complement the application strategy with an Oracle Cloud (SaaS/PaaS) – OCI2
  • Develop a “Roadmap”… Both a Customer Centric and Technical Focus
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SLIDE 18

Questions