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Addressing the Complexities of CRM in Utilities. Jon Li Oracle GC CRM solution Director. Session Topics. Oracle CRM Solutions for the various Utilities Market Needs Announcement : Siebel Utilities – Utilities CC&B Integration for Customer and Product Data Synchronization

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addressing the complexities of crm in utilities
Addressing the Complexities of CRM in Utilities

Jon Li

Oracle GC CRM solution Director

session topics
Session Topics
  • Oracle CRM Solutions for the various Utilities Market Needs
  • Announcement: Siebel Utilities – Utilities CC&B Integrationfor Customer and Product Data Synchronization
  • CRM Solution Roadmaps
slide5

Oracle CRM Solutions for Utilities

Delivering Superior Business Value

  • Competitive Retail
  • Increase Market Share
  • Ensure Customer Loyalty
  • Maximize Customer Value
  • Optimize Risks and Margin

Utilities CRM Applications

  • Quick time-to-market
  • Optimized, personalized Offerings
  • Accurate, consistent Order Capture and Processing
  • Best-in-class, closed-loop marketing
  • Targeted Marketing & Sales with Partners
  • Insight-driven, consistent Customer Service
  • Efficient Billing Management
  • Accurate Utilities rating and invoicing
  • Flexible, open-standard technology
  • Siebel Utilities
  • Utilities Customer Care & Billing
  • Utilities Quotations Management
  • Self-Service E-Billing
  • Utilities Customer Self-Service
  • Fusion DOO

Master Data

Mgmt /Analytics

slide6

Oracle CRM Solutions for Utilities

Delivering Superior Business Value

  • Regulated Distribution& Retail
  • High Customer Service Levels
  • Low Operational Costs
  • High DSM Program Adoption
  • Efficient, Cost-Effective Energy Savings Delivery

Utilities CRM Applications

  • Multi-Channel, Consistent, and Efficient Customer Care
  • Insight-driven Customer Interactions
  • Best-in-class, closed-loop marketing
  • Targeted Marketing & Sales with Partners
  • Efficient Billing Management
  • Accurate Utilities rating and invoicing
  • Flexible, open-standard technology
  • Utilities Customer Care & Billing
  • Sales & Marketing Cloud Service (Fusion CRM)
  • Utilities Customer Self-Service
  • Self-Service E-Billing
  • Siebel Utilities
  • Fusion DOO

Master Data

Mgmt /Analytics

slide7

Oracle Customer Experience (CX) for Utilities

Delivering Superior Customer Value

  • Evolving Customer Behavior
  • Informed
  • Mobile
  • Social
  • Evolving Technology
  • More Data & Insights
  • More Customer choices
  • CRM Advances
  • Regulated Distribution& Retail
  • High Customer Service Levels
  • Low Operational Costs
  • High DSM Program Adoption
  • Effective, Cost-Effective Energy Savings Delivery
  • Competitive Retail
  • Increase Market Share
  • Ensure Customer Loyalty
  • Maximize Customer Value
  • Optimize Risks and Margin
  • Oracle CX Applications
  • ATG Web Commerce
  • Oracle Knowledge Management
  • Social Marketing CS
  • Social Engagement & Monitoring CS
  • Oracle RTD, OPA
  • Endeca Search
  • Customer Service and Support CS
  • Social Network CS
  • Utilities CRM Applications
  • Siebel Utilities
  • Sales & Marketing Cloud Service (Fusion CRM)
  • Utilities Customer Care & Billing
  • Utilities Quotations Management
  • Self-Service E-Billing
  • Utilities Customer Self-Service
  • Fusion DOO
  • Cross-Channel eCommerce
  • Answers for Knowledge
  • Sales & Service Collaboration
  • Superior Search Experience
  • Social for Marketing and Insights
  • Integrated Social Channel

Master Data

Mgmt /Analytics

slide8

Oracle CX Solutions for Utilities

Delivering Superior Business and Customer Value

Social

Oracle CX Solutions for Utilities

  • Complete industry CRM process automation with best-in-class customer-centric experience automation
  • Connects all interactions across all channels, touch-points and devices
  • Delivers a consistent, personalized and efficient cross-channel and multi-channel experience
  • Supports social networking and mobile device optimization
  • Available on premise, in the cloud or both

Contact Center

  • Complete Choice
  • Solution You Need
  • On Your Schedule
  • Deployment that is right for You

Direct Sales

Web

Mobile

Field Service

slide9

Use Better Picture..

Siebel UTILITIES – UTILITIES CUSTOMER CARE & BILLING: Customer and Product Data Integration

solution announcement benefits of the integration
Solution AnnouncementBenefits of the Integration

Oracle Customer Data Synchronization Integration Pack for Oracle Utilities Customer Care and Billing and Siebel Utilities

  • Supports Ordering and Billing Management, ensuring solution best practices for the industry
  • Enhanced integrated solution, supporting the unique strengths of each application
  • Flexible in supporting company-specific business process configurations
  • Reduces manual data entry, cross-checking, and associated errors
  • Avoids Application toggling
  • Lower TCO with pre-built integration and upgradability
  • Oracle Product Data Synchronization Integration Pack for Oracle Utilities Customer Care and Billing and Siebel Utilities
siebel cc b data integration overview
Siebel – CC&B Data Integration Overview

Oracle

Siebel CRM for

Utilities

Oracle Utilities Customer Care and Billing

Scope

  • Provide data integration between Siebel Utilities and Oracle Utilities Customer Care & Billing to synchronize customer and product information
  • Delivered as Integration Packs using Oracle Fusion Middleware
  • Integration Flows
  • One-way synchronization of New Customer information from Siebel to CC&B during Order Processing: Account, Address, Contact, Billing Profiles, Statement Profiles
  • One-way synchronization of Customer information Updates from Siebel to CC&B
  • One-way synchronization of Product and Pricing information from CC&B to Siebel
  • Release
  • Siebel 8.1.1.6 QF and CC&B 2.3.1 (Limited Availability)
  • GA in 2013 for Siebel Utilities and CC&B Releases

Inbound

Synchronize Product & Pricing

Order Management Process

Outbound

Submit Order*

Inbound

Create Customer

Outbound

Outbound

Update Customer

(*) Submit Order is an implementation-developed integration flow.

system data ownership
System Data Ownership

Oracle

Siebel

CRM for Utilities

Oracle

Utilities Customer Care and Billing

customer data synchronization integration principles
Customer Data Synchronization Integration Principles

Siebel is the customer information master.

One-way synchronization from Siebel to CC&B.

Sales and Order Capture in Siebel: Initial synchronization of customer information from Siebel to CC&B occurs during the execution of the order management integration flow (no unnecessary data creation such as Prospect information)

Synchronization of Billing Profile information for the Billing Account on the Siebel Order Line Item.

Integration supports synchronizing customer information from a single instance of Siebel to a single instance of CC&B.

business process overview
Business Process Overview
  • Create Customer Integration Flow
business process overview1

Order

Person

Business Process Overview

Premise

Person

Order Number: 205411-12345678 Account: Doe, John Status: Pending

Order Line

Line # | Action | Product | Service Account | Service Point | Service ID | Billing Account | Billing Profile | Status | Service Start Date |Service End Date | Promotion | …

1 Add Res Fix Doe, John Gas #00444 Doe, John Bill Me Pending 01/01/2009 12/31/2009

Account

  • Customer High-Level Object Mapping

Customer data synchronization driven by Order Line Item

Customer Account

Service Agreement

Service Point

Effective Time Period for Rate Schedule on the Service Agreement

Used to define the

Rate Schedule

for the Service Agreement

Provisioning

Status

Action Code

used to describe

desired activity.

Not used from order line

item. Based on primary billing profile for billing account

Used to identify (or define) Premise and Service Point

Used to

define Person

and Account

Service Agreement

Service Point

BillingAccount

Service Account

CC&B

Siebel

Premise

Billing Profile

Statement Profile

Service Point

Service Point

business process overview2
Business Process Overview
  • Update Customer Integration Flow
product data synchronization integration principles
Product Data Synchronization Integration Principles

CC&B is master of product and pricing information.

One-way synchronization from CC&B to Siebel triggered by the publish process in CC&B.

Support for Initial loading (data conversion) of product and pricing information.

Product and pricing information synchronized from CC&B is enriched in Siebel to support product configuration models, product eligibility and compatibility rules, product recommendations (i.e. up-sell and cross-sell), promotions (i.e. product bundling and pricing discounts), and catalog.

Product Details, Pricing, and Terms information is captured in CC&B and passed to Siebel.

Integration supports synchronizing product information from a single instance of CC&B to a single instance of Siebel.

business process overview3
Business Process Overview
  • Synchronize Product and Pricing Integration Flow
business process overview4
Business Process Overview
  • Product High-Level Object Mapping

Simple Product Structure:

Siebel Utilities

CC&B

Product Offer

Simple Product

Product Offer

Price List Item

0:M

Price List

SA Creation Rules

0:M

Not Pricing Related

Product Component

Customizable Product Structure (External Pricing Element):

CC&B

Siebel Utilities

Product Offer

Customizable Product

Product Offer

Price List Item

0:M

Price List

SA Creation Rules

0:M

Simple Product

(Child Component Product)

Pricing

Product Component

utilities customer care billing enhancements
Utilities Customer Care & Billing Enhancements
  • Product Offer / Product Catalog
  • Product Offer is new functionality available in Oracle Utilities Customer Care and Billing.
    • Provides a simplified view of products for marketing and customer service, to respond to customer queries, while also abstracting the complexity of the billing and pricing rules.
    • Simplifies the integration with external systems like Siebel Energy or Oracle Utilities Quotation Management.
  • Product Administrator creates an instance of a Product Offer in the Product Catalog for each product. The Product Offer includes the following information:
    • Descriptions of pricing and eligibility information
    • Types of service agreements to create for a product
    • Product component or customer/contract specific info for a product (e.g. price for on peak and off peak kWh)
siebel utilities enhancements billing and product management
Siebel Utilities EnhancementsBilling and Product Management
  • Siebel Application Enhancements:
    • Secondary bill recipients
    • Seasonal address for Primary/Secondary bill recipients
    • Central repository of Bank information
    • New Product fields (Details, Pricing, Terms)
  • Enhanced outbound web service for customer data synchronization to support seasonal addresses, secondary bill recipients, and additional utility-specific data requirements.
  • Enhanced inbound web service for product data synchronization to support additional utility-specific data requirements.
siebel utilities application roadmap
Siebel Utilities Application Roadmap

Siebel 8.12012Innovation Pack

Future Directions

2013+

/

2013

  • Customer Experience
      • Cross-channel sales, marketing and service experience with more Siebel-CX integration
      • Extended 360 view of the customers with social insights and integrated analytics
      • Integrated portal for employee-customer collaboration with integrated OSN
      • Pre-built process-driven UI for key industry process flows
  • Industry Processes
      • Service Point-driven product selection and eligibility in Quotes and Orders
      • Order processing and commodity pricing extensions
      • Advanced automated Contract Renewal
      • Enhanced Mobile Sales and Order Capture
    • Lower TCO
      • Continual evolution of catalog and Product Configurator web service extensibility and performance
      • Performance improvements using in memory database for caching
      • Enterprise Management user console for monitoring
  • Customer Experience
      • New employee and partner experience on any device, channel and browser (Open UI)
      • iPad and Android tablet apps based commerce experience
      • Cross-channel commerce, loyalty, marketing experience with Siebel-CX integration
      • Improved service experience with integrated Oracle Knowledge and social interactions
      • Intelligent offer presentment and execution with Next Best Action (Siebel-RTD integration)
  • Industry Processes
      • Enhanced Billing Management (Multiple Bill Recipients, Seasonal Billing Addresses)
      • Enhanced Product Description for Order Capture
      • Advanced Ordering and Contract Mgmt. for Multi-Site Customers
      • Declarative framework to automate offer execution
      • Dynamic Bundle transformation to streamline transition
  • Lower TCO
      • Web Services for integrated Order-to-Bill and Billing Management processes
      • Manual input error reduction with central repository of bank information
      • Application life cycle management – development (IRM), deployment, monitoring and diagnostics
      • Standardization on Oracle technology for Reports (BI Publisher) and Secure Enterprise Search
      • OPA integration for privacy and survivorship
      • EDQ integration for improved data quality
utilities customer care and billing roadmap

Future Directions

2013+

  • Customer Experience
      • Contact Management (e.g. chat, avatar, FAQ integration)
      • Customer Feedback (e.g. surveys, social)
      • Contact Center User Interface (UI) Enhancements
      • Knowledge Management Integration
  • Industry Processes
      • Workflow Improvements (service tasks / cases)
      • Partner Management Integration
      • Home Area Network (HAN) Integration
      • Field Billing
    • Lower TCO
      • Common Exceptions (to-do management)
      • Additional Billing Models
      • Mobile
      • Expand Self Service, Analytics, Integration
      • Reduce Implementation
      • Legacy Migrations

Active

LessActive

Historical

Archive

Utilities Customer Care and Billing Roadmap

Customer Service Rep Portal

Customer Care and BillingVersion 2.4

/

2013

Program Management

  • Customer Experience
      • Contact Preference Management
      • Large Account Management Portals
      • Marketing Capabilities

Without ILM

With ILM

  • Industry Processes
      • End to End Program Management
      • Product Catalog
      • Customer Energy Management
      • Energy Efficiency Rebates
      • New Lead/Opportunity Object
      • Enhanced Billing (e.g. distributed generation, prepaid service, and EV billing models)

Active

LessActive

Historical

Archive

Less Active

Payment Due Email

Active

Historical

Archive

Data Lifecycle

Active

Bill Available Online SMS

Service Task

  • Lower TCO
      • Information Lifecycle Management
      • Oracle Enterprise Manager Packs
      • Simplified Rating Setup
      • Additional Reports & Analytics
      • Additional Customer Self Service
      • Configurable Bill Print Extracts
      • Address Validation Integration
      • Security Improvements

Send

Critical Peak Event Phone Call

High Performance

Storage Tier

Offline Archive

Offline Archive

High Performance

Storage Tier

Low Cost

Storage Tier

Online Archive

Storage Tier

recommended oracle openworld sessions
Recommended Oracle OpenWorld Sessions
  • Oracle Siebel CRM
    • CON9604 - Driving Great Customer Experiences with Siebel Service Applications – Mon. 4:45 pm - Moscone West - 2014
    • CON9703 - User Interface Innovations with the New Siebel “Open UI” – Tue. 10:15 am - Moscone West – 2009
    • CON9697 - Mobile Solutions for Siebel CRM – Tue. 5:00 pm - Moscone West - 2002/2004
    • CON11739 - Realizing the Perfect Order with Siebel Order Management and Process Re-engineering – Tue. 5:00 pm - Moscone West - 2012
  • Oracle Utilities Customer Care & Billing (CC&B)
    • CON6601 - Leveraging SOA Suite to Manage Oracle CCB's Supplier and Rates Information – Wed. 10:15 am - Palace Hotel
    • CON9609 - Today’s Meter to Cash Challenge/Oracle Utilities Roadmap – Wed. 11:45 am - Palace Hotel
  • Oracle Sales & Marketing Cloud Service (Fusion CRM)
    • CON9750 - Oracle Fusion Social CRM Strategy and Roadmap: Future of Collaboration and Social Engagement – Thu. 11:15 am - Moscone West - 2009
  • Oracle Customer Experience Summit @ OpenWorld - St. Francis
stay connected
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Use and Follow #OOW12CRMfor LIVE UPDATES during the conference

safe harbor statement
Safe Harbor Statement

The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.