Case Studies
Bringing solutions and implementing technologies to transform businesses and enhance the customer experience.
PCS provided an innovative cost effective customer care & billing solution to 50,000 customers
Challenge
The Client was challenged with identifying a cost-effective solution that could meet their need to upgrade outdated systems; enhancing customer service options, eliminating inefficiencies and providing data analysis and reporting tools.
PCS and Oracle collaborated to identify a cloud based solution that was right for the customer. In 2016 the original Customer Care and Billing system was implemented. The integration of Oracle Utilities Customer Care & Billings (CC&B) with Oracle Field Service Cloud (OFSC) was a first of its kind! The Field Service Team was excited about the increased efficiency in their daily activities.
Prithibi is now pleased to provide our hosted solution; supporting CC&B in the Oracle Cloud along with utilizing PCS's custom developed Customer Account Portal where customers have access to account data, records and more. The team leverages Apex reporting for all of their reporting needs. PCS continues to support all Production issues, upgrades, changes and special requests as needed; leaving the Client to focus on their customers and daily operations rather than focusing their time and resources on supporting their CIS system.
Challenge
The Client was seeking a solution to enhance their Customer Experience; with first point of contact resolution being a priority.
After assessing the Clients needs and the available services and applications PCS proposed two online solutions. Early in 2020, PCS implemented a customized Customer Account Portal and online Customer Service Portal. The enhancements provided the customers a full-service solution online; able to make changes to their account, make payments, submit requests for service and more. PCS continues to provide Production support, enhancements and upgrades as necessary.
To date the Client has reported being very happy with the solution and services. The Client has reported seeing at least a 10% increase in online usage since adopting the new platform and with continued promotion to the Customers, looks forward to continued increases in utilization.
Challenge
The Client was seeking assistance after an unsuccessful implementation of Oracle Utilities Customer Care & Billings (CC&B) by another company. The Client reported that they did not feel fully capable of supporting CC&B without assistance; noting the integrity of how they managed this process was critical to their operations. Upon PCS completing a gap analysis to identify what was not implemented correctly or missed all together; a number of opportunities were identified.
PCS utilized the gap analysis noted above to create a roadmap for the Client to get back on track with their implementation. The process included but was not limited to: cleaning up unnecessary customizations, training users on how CC&B was designed to be used, trained Client IT support on how to support CC&B, providing technology to aid with batch support and revised business processes to reflect CC&B implementation and system design. PCS also upgraded CC&B to newer versions, merged databases with GPA and assisted with the Client's online Customer Service Application.
To date PCS continues to provide full Production support and help with new implementations to ensure the needs of the business are met.
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