Utilities Customer Experience
Create compelling customer journeys with an integrated solution for customer service, marketing, sales, and billing. Use AI to complete service requests faster, improve customer engagement, and promote and sell new products and services.
Streamline service interactions, solve issues faster, and build lasting customer relationships
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Create exceptional customer service experiences
Turn every service interaction into an opportunity to deliver more value. Use an integrated customer service solution that empowers agents with relevant customer insights, enables intuitive self-service experiences, and streamlines field operations.
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Help your commercial teams sell beyond the commodity
Turn your sellers into trusted advisors. Help them focus on the most valuable business accounts with CRM selling tools that center on clean, complete customer data. Let AI recommendations guide sales of new products and services.
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Keep customers engaged with personalized communications
Drive the engagement today’s busy utility customers are seeking. Unify customer data, improve segmentation and targeting, and deliver proactive, personalized communications.
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Simplify customer service with a seamless CIS integration
Give your customers and your care team full access to account data, usage information, billing details, and other account insights in all service channels. Connect your CIS to make billing and metering data available to agents and customers alike through a single user interface that eliminates having to duplicate data across systems.
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Drive conservation and efficiency programs with customer usage insights
Show your customers how to save on their utility bills and improve their consumption habits. Use AI and behavioral science to send personalized messages that educate your customers to improve their satisfaction as well as the success of your conservation programs.
“We know on-peak and off-peak rates can seem complex, and we have a responsibility to offer excellent service to customers who choose them. With this new service, we can deliver a better experience for these customers by helping them shift their energy load for improved power affordability and reliability, all while reducing emissions.”
Product tour—Customer Experience for Utilities
Improve customer service and engagement for utilities customers
Welcome to Oracle Customer Experience for Utilities
Deliver value to your customers beyond the commodity. Oracle Customer Experience for Utilities offers the most comprehensive, integrated customer experience platform available, transforming how service is delivered and providing customers more control over their usage and costs.
Drive customer engagement, enhance service interactions, and sell new value-added products and services faster by using one platform to connect with your customer across any channel.
Improve engagement with CIS integration
Improve cross-channel customer interactions with connected CIS and back-office systems. An integrated CIS customer platform allows teams to:
- View and manage billing and usage in a single agent desktop
- Send proactive service notifications in real-time
- Use CIS data to segment and target customers for marketing campaigns
- Improve efficiency with integrated service processes
Deliver omnichannel customer service
Assist customers 24/7 on their preferred channel. Offer a full range of digital self-service options, from email and SMS to voice-enabled channels.
Allow customers to manage their own account and billing information, make payments, monitor usage and savings potential, and contact support through a self-service portal. Customers can find answers instantly via knowledge articles, digital assistants, chat bots, and more.
Empower service teams with 360-degree customer view
A context-aware agent console surfaces relevant, AI-based customer insights and next-best-action recommendations based on customer needs.
Oracle Service for Utilities seamlessly connects to your customer information system. Integrated service processes allow agents to effectively manage any type of customer request from a single screen.
Support C&I accounts
A modern customer 360-degree dashboard displays the information your account managers need to navigate complex commercial and industrial accounts.
Account scoring, AI-based insights, and guided selling tools focus teams on the right opportunities, allowing them to proactively engage customers with the right offers.
Improve sales productivity
Automate time-consuming account management tasks and eliminate manual data entry by:
- Integrating systems where account managers spend most of their time
- Leveraging pre-built CRM integrations with Microsoft Teams, Slack, and other collaboration tools
- Allowing teams to work effectively on the go with a fully-featured mobile app
Configure, price, and quote complex quotes
Streamline the preparation of sales quotes for single and multi-site customers. Configure complex products and craft quotes and estimates. Automate eligibility, negotiation, and approval processes and simplify fulfillment as offers are accepted.
Deliver timely, personalized, and actionable communications
Increase customer engagement using a single platform to create and deliver all transactional, service, and marketing communications at scale. Leverage behavior-based triggers to send real-time service notifications and personalized communications on your customers' preferred channel.
Learn about Oracle Utilities Marketing for Outbound Communications
Promote and sell new products and services
Leverage no-code, marketer-friendly tools to build personalized marketing campaigns that drive program adoption and increase sales.
Identify target segments and create personalized offers for new rate plans or value-added services. Improve cross- and upsell conversions by sending the right messages at the right time to your customers' preferred channels.
Create customer loyalty through superior campaign performance
Quickly and easily determine how campaigns, programs, and messages perform across different segments, channels, and devices, using real-time performance metrics.
Connect and activate data from multiple sources, including your CIS, to build complete customer profiles for more precise targeting, personalization, and recommendations.
See how Oracle CX for Utilities can help you
Oracle Customer Experience for Utilities builds a more affordable and sustainable future for your customers by making every customer interaction matter. To learn more, visit our website today!
Customer success stories
