Product Tour—Customer Experience for Utilities

Improve customer service and engagement for utilities customers

Example of residential utility customer

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.

CIS notification type screen

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
Example of service chat for utility customer

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.

Oracle Service customer 360 screen

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.

Learn about Oracle Utilities Agent Service

360-degree dashboard screen with example customer

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.

Learn about Oracle Sales for Commercial Account Management

Sales account management mobile and desktop screens

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

Explore Oracle Sales solutions for utilities

Oracle CPQ sales quote preparation screens

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.

Learn about Oracle Configure, Price, Quote (CPQ)

Oracle Marketing for Outbound Communications sample screen

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

Oracle Responsys sample email creation

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.

Learn more about Oracle Marketing for utilities

Oracle Marketing campaign targeting screen

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.

Oracle Service customer 360 screen

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!

Visit Oracle Utilities—Customer Experience