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Oracle's Digital Dialogues solution enables utility companies to personalize their engagement with customers and make their services more valuable, leading to an increased share of wallet from innovative, intelligent, digital customer experiences.
The conversation starts by establishing a dialog that invites prospects to become customers. Customer data enrichment helps discover prospects and reach the ones with the highest quality and most comprehensive third-party data including millions of companies, contacts, and social media profiles. With a clear understanding into how brand is perceived in the market and social insights to improve campaign audience targeting, utility companies can develop more relevant campaign content and messaging tailored to each market segment, tuned by social intelligence that tracks reactions across social channels.
Savvy utilities see an opportunity to change their business model and interact with customers beyond the meter. Direct sales teams can convert leads to orders and establish stronger relationships with personalization and account management. Utilities can expedite service visits with guided service procedures and recommendations.
Oracle offers sophisticated options for customers to help themselves, including web portal access to a variety of interactions that establish a much better dialog with the utility. Paired with capabilities like knowledge management, guided personalized assistance, automated chatbots, or access to a customer care representative via live chat, utility customers now have real-time access to the information they expect online.
Many utility companies go beyond selling electricity, gas, and water by offering value-added products and service through online commerce sites. Oracle Commerce Cloud is a fully featured, extensible commerce solution that helps extend revenue opportunities to residential, commercial and industrial customers.
New business models and revenue streams give utility company sales teams focus for high value customers with complex needs. Oracle helps with sales engagement, planning, performance and enables a single point of contact for service issues in commercial and industrial accounts.
Today’s utility worker is on-the-go and relies on mobile access to their daily tasks. Oracle Mobile Hub connects to Oracle ERP, HCM, CX or any third-party system, on-premise or in the cloud.”
Utility companies have more to offer than electricity, natural gas or water. Oracle Marketing Cloud helps attract new customers and expand products and services to targeted segments with personalized offers through effective campaigns.