The Danish energy company reduces costs and increases customer retention using Oracle Utilities and Oracle Service.
“Using Oracle’s best-of-breed approach for meter data management and billing, we achieved a 99.5% first-time bill success rate. And with Oracle Service we are able to manage all channels of interaction in a single system.”
NRGi is one of the largest energy groups in Denmark. The company operates and manages power infrastructure throughout the country and sells power to private households and businesses.
NRGi’s goal is to double its customer base. The company recognized that building a stable and growing customer base would require excellence in executing the basics, such as billing and customer interactions. With more than 40 energy retailers competing in the Danish market and prices low, thanks to smaller new entrants, NRGi also recognized that differentiating its value and minimizing acquisition costs was vital. The utility sought a new IT platform to help it achieve these goals. The organization also recently acquired two retail companies and wanted to consolidate its customer operations and expand its brands in the highly competitive and constantly evolving energy retail market.
NRGi originally offered its customers a 100% digital self-service option. However, special conditions in the Danish market combined with elevated customer engagement demands meant the company needed to offer additional ways for customers to engage. NRGi also wanted full visibility across all of its customer operations and to have a trusted advisor on its side at all times.
We are extremely happy with the collaboration with Oracle. You would not have this kind of cooperation with any other vendor. When reviewing our systems and processes our auditor said it was the most efficient system they had seen in the Danish market.
Why NRGi Chose Oracle
Using Oracle Utilities Customer Service and Billing, Oracle Utilities Meter Data Management, and Oracle Service would enable NRGi to scale all customer-related activities—including marketing—from a single platform. That would have not been possible with competing solutions, so the decision to move to Oracle was obvious.
Using Oracle’s meter data management and billing, NRGi realized a 99.5% first-time bill success rate. The migration to Oracle also helped the company improve its billing accuracy by 4.3% between January 2019 and March 2021. “This might not seem like a big improvement, but when you think about it from a cash-flow perspective, it has a huge impact,” says Kim Damsgaard, head of service delivery.
Using Oracle Utilities Customer Service and Billing enabled NRGi to offer customers a choice in products and services, such as renewable-only energy and no-frills service, which allowed the company to differentiate, remain relevant to its customers, and improve customer satisfaction and retention. With Oracle Service, the company can now manage all channels of customer interaction in a single system, including marketing.
NRGi worked with partner Wipro on the implementation.