San Jose Water Company (SJW), which serves more than one million people in the greater San Jose, Calif. metropolitan area, implemented Oracle Utilities Customer Care and Billing and Oracle Utilities Mobile Workforce Management to better support the delivery of exceptional service to customers throughout Silicon Valley.
Oracle Utilities Mobile Workforce Management supports SJW's efforts to ensure service availability and automate field operations via dispatch, scheduling and routing. SJW uses Oracle Utilities Mobile Workforce Management to create and continuously revise driving routes that efficiently group service calls based on service technician location and utility created factors. With Oracle's mobile workforce management solution, SJW has realized productivity improvements freeing up service technician and dispatch staff to take on new challenges in other operations. The solution enabled SJW staff to break all-time records in the number of meters serviced per month.
Further, with Oracle Utilities Customer Care and Billing, San Jose Water Company call center staff now have a 360-view of customers on one screen, rather than needing to toggle back and forth between multiple systems, enabling them to respond more quickly to inquiries. With Oracle Utilities Customer Care and Billing, SJW reduced the abandoned call rate by 50 percent the first day on the new Oracle system.
The Oracle solutions integrate with SJW's existing Oracle Utilities Work and Asset Management application, which the utility utilizes to efficiently deploy staff for heavy repairs and asset maintenance. This integration improves communication and coordination among employees, enabling SJW to maximize operational efficiency and speak with one voice in customer service communications across these very different functions.
Finally, the systems integrate seamlessly with SJW's Oracle-based accounting and financial systems, streamlining accounting, and leveraging the finance system’s powerful analysis tools.
San Jose Water Company (sjwater.com) is a subsidiary of SJW Corp. (NYSE: SJW). San Jose Water operates one of the largest and most technically sophisticated urban water systems in the United States, and, provides services to other utilities.
“Oracle Utilities delivers the solutions and services we need to further improve customer service. Oracle Utilities Customer Care and Billing and Oracle Utilities Mobile Workforce Management go far beyond eliminating paper shuffling and actually route and integrate work. We have radically enhanced communication and customer service because everyone has better, easier to use information, and the information we see is the same – in the call center, billing, operations and finance departments. In addition, the familiar Oracle Database makes it easy for us to include Oracle Utilities Customer Care and Billing, Oracle Utilities Mobile Workforce Management and Oracle Utilities Work and Asset Management in Web mash-ups, making information available to everyone, further improving customer service and leveling the playing field for employee collaboration,” said Dana Drysdale, vice president of information systems, San Jose Water Company.
“Today’s utilities are focused on enabling more agile and efficient operations. With the Oracle Utilities solutions, San Jose Water Company now has the out-of-the-box functionality and flexibility it needs to make more effective decisions, reduce risk and take the next step in communicating effectively with its customers, ultimately improving the overall customer experience,” said Rodger Smith, senior vice president and general manager, Oracle Utilities.
About Oracle Utilities
Oracle Utilities delivers proven software applications that help utilities of all types and sizes achieve competitive advantage, business performance excellence and a lower total cost of technology ownership. Oracle Utilities integrates industry-specific customer care and billing, network management, work and asset management, mobile workforce management and meter data management applications with the capabilities of Oracle's industry-leading enterprise applications, business intelligence tools, middleware, database technologies, as well as servers and storage. The software enables customers to adapt more nimbly to market deregulation, meet ever-evolving customer demands and deliver on environmental conservation commitments. Additionally, Oracle Utilities helps utilities prepare for smart metering and smart grid initiatives that enhance efficiency and provide critical intelligence metrics that can help drive more-informed energy and water usage decisions for consumers and businesses. For more information, visit oracle.com/goto/utilities.
About Oracle in Industries
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Janice Hazen, O’Keeffe and Company
P: +1 404-254-5881 / E: jhazen[.]okco.com.