At Oracle Utilities, we know this industry. You're navigating complex regulations, aging infrastructure, and evolving cybersecurity threats—all so you can deliver great service and an exceptional experience, to set your organization up for success.
At its core, we define customer success as enabling you to achieve your most important business goals through your investment in Oracle solutions. It’s more than satisfaction; it’s about measurable results that move your organization forward. When you work with the Oracle Utilities Customer Success team, you can expect transparency, proactive advice, and insight grounded in industry experience.
The Oracle Utilities Customer Success team have an operational service model that is built with a primary focus; helping customers, like you, achieve their desired business outcomes.
This model closely follows the stages of your overall journey with Oracle:
| Journey stage | Operational service/activity |
|---|---|
| Onboarding | Success plan initiated and aligned with your desired business outcomes. |
| Implementation | Ensuring your desired business outcomes are part of your initial implementation. Refinement of success plan and continued journey coordination. |
| Adoption | Success plan review and update, good practice guidance, and advice to support achieving your desired business outcomes. |
| Renewal | Confirmation of business outcomes, with a focus on attained adoption, achieved process improvement, and ROI. Success plan review and update. |
Collaborative activities led by your CSM
Service activation
Your CSM will help you and your team prepare for activation, guiding you through the important decisions that need to be made for account and service setup. They then take you through the actual process of activating your Cloud Services.
Onboarding
Getting started with Oracle Utilities is a guided, straightforward process. During onboarding, you’ll learn what to expect from us and how we’ll work with your organization. We discuss your priorities, clarify your desired outcomes, and help your teams get up to speed quickly—so you can start seeing results sooner.
Success planning
Success planning is a collaborative process. It begins with a conversation about your organization’s vision, mission, and goals. Together, we map out a plan that’s flexible and focused on outcomes, ensuring you have a clear path to success as your needs evolve.
Business reviews
Through regular business reviews, we work with you to understand current priorities and reconfirm your strategy. We share updates from Oracle, help you track your KPIs, and develop action plans to help you stay on course and achieve your objectives.
Value adoption assessments
We help you assess the value your organization is gaining from Oracle solutions. By combining stakeholder interviews, user feedback, and data analysis, we identify areas for improvement and provide practical recommendations. Our follow-up ensures these changes are implemented, helping you realize even greater value.