Instituto Costarricense de Electricidad Adds Mobile Offerings and Enhances Competiveness by Integrating Billing and Customer Relationship Management
 
Oracle 1-800-633-0738
Find an Oracle Specialized Partner
Oracle Customer Programs
 
 

Instituto Costarricense de Electricidad Adds Mobile Offerings and Enhances Competiveness by Integrating Billing and Customer Relationship Management

The Instituto Costarricense de Electricidad (ICE), otherwise known as the Costa Rican Institute of Electricity, is a Costa Rican government agency that offers fixed, mobile, and broadband telecommunications services and provides power to approximately 95% of the country. After the country’s telecommunications market was privatized, ICE went from working in a monopolistic market to a competitive environment that included two other telephone companies.

ICE had a significant portfolio of telecommunications clients, which it needed to better understand and provide with valuable additional services to enhance its competitiveness in the new environment. With this goal in mind, ICE launched what it called the Plan for the Development of Systems Operations Support (PESSO) to give the company an IT infrastructure that could help improve the business. To implement its new directive, ICE worked with Oracle Consulting to plan, deploy, and support Oracle’s Siebel CRM Desktop. The implementation was to ensure that ICE fully understood its customers and enable it to better manage customer relationships.

In addition, ICE deployed Oracle Application Integration Architecture Foundation Pack and Oracle Process Integration Pack for Oracle Customer Hub to integrate systems, such as Oracle Communications Billing and Revenue Management, with the customer relationship management (CRM) system and unify all customer information, from product use to billing. This delivered a complete profile of each customer, enabling ICE to provide the right products and services as well as increase its competitiveness. ICE used its new customer information to better serve 5 million customers, of which 2 million are mobile phone customers.

 
 

 
 

Challenges

A word from Instituto Costarricense de Electricidad

  • “Oracle Communications Billing and Revenue Management and Siebel CRM Desktop have greatly improved our management capabilities, helping us change the way we serve our customers.” – Luis Diego Abarca Fernández, IT Division Plan Pesso, Instituto Costarricense de Electricidad

  • Focus on business systems and process, such as customer relations and billing, to enhance competitiveness in the new telecommunications market that had replaced ICE’s former monopoly
  • Increase company value by enabling more services to customers and increased business based on better knowledge of its fixed and mobile telephony, and broadband customers
  • Integrate CRM and billing systems to simplify management and improve operational efficiency

Solutions

  • Deployed Oracle Application Integration Architecture Foundation Pack and Oracle Process Integration Pack for Oracle Customer Hub to transform processes and integrate operational support applications with business applications
  • Used Oracle Database, Enterprise Edition as an information repository for CRM and billing systems, achieving optimal data availability, performance, and security, while also using Oracle Real Application Clusters to ensure system reliability, even during an outage
  • Implemented Siebel CRM Desktop with help from Oracle Consulting to transform the company into a more competitive business in an open telecommunications market  by better managing customer needs, using quality customer information about its customers base
  • Automated manual processes, such as management and monitoring of customers’ service orders, to improve customer service and operating efficiency for ICE’s customer service centers—as it helps agents to fully control each of their accounts
  • Used Oracle Communications Billing and Revenue Management to optimize billing of 1.5 million bills monthly by developing an integrated billing system
  • Unified product use and billing information in Siebel Universal Customer Master, integrating it with Siebel CRM Desktop and Oracle Communications Billing and Revenue Management, to acquire a 360-degree view of electricity and telecommunications customers in a single, master catalog, optimizing sales and post-sales processes for prepaid and postpaid mobile services
  • Offered closed-group products to corporate accounts, such as packages of mobile-phone minutes, to improve offerings and increase competitiveness in the aggressive mobile communications market
  • Accelerated sales and postsales processes for mobile phone prepaid and postpaid products and services by speeding up the delivery of new-package and product promotions to customers, as the system allows customer-service agents to handle customer inquiries and billing in real time and to have a comprehensive view of each customer
  • Documented billing processes with Oracle Process Integration Pack for Oracle Customer Hub to monitor and analyze billing and sales methodologies

Why Oracle

“We evaluated several billing tools, based on a Gartner report that highlighted world class products. We also visited each provider to analyze their capabilities. This helped us see where the market was headed,” said Jaswicia Marroquín, vertical billing project director, Plan PESSO, Instituto Costarricense de Electricidad. “We then initiated a public bidding process, in which the finalists were Oracle and AMDOCS. After we evaluated each product and fulfilled bidding specifications, Oracle was selected.”

The CRM selection process was similar. “We evaluated other tools, such as Clarify, but we felt that the Microsoft tool was very lightweight. In addition, we had acquired some Siebel licenses for other projects. We saw that Siebel’s CRM offering was one of the best, so we decided to extend the licensing,” said Laura Morera, CRM project director, Plan PESSO, Instituto Costarricense de Electricidad.

ICE evaluated both products in terms of technology and economics. “The bidding of the billing vertical project also included mediation and systems for international interconnection. In the end, we chose to integrate with Oracle Application Integration Architecture Foundation Pack and orchestrate the system with Siebel CRM Desktop,” Marroquín said.

Implementation Process

Instituto Costarricense de Electricidad conducted a bidding process for the billing tool and CRM system.

The ambitious project, which was part of the PESSO plan, was carried out over a two-year period. ICE migrated to Siebel CRM Desktop between 2009 and 2011—beginning with prepaid customers, while synchronizing with Siebel Universal Customer Master. This unique customer base went live in 2010. During the same two-year period, ICE deployed Oracle Communications Billing and Revenue Management for its postpaid mobile clients.

“Oracle not only helped us implement its software, it trained our users and helped us make a transformative shift. Our business processes were widely scattered, with significant redundancy. The Oracle tools, beyond the standardization they provided, ensured that everyone who participated in the implementation process—from beginning to end—had the same knowledge,” Abarca said.