Solutions
Customer Care & Billings (CC&B)
in a Hosted Solution
PCS offers a unique, fully integrated, hosted solution of Oracle CC&B in the Oracle Cloud. Using Oracle IaaS, PaaS, with Oracle Database, the hosted solution provides all the functionality and data security of on-prem, with the convenience of being in the cloud
- Besides the technology, PCS hosted solution comes with 24x7 Production support, upgrades, Production fixes, change requests, etc.
- Where additional functionality is required, the hosted solution can come integrated with reporting, online customer account access, mobile workforce solution, asset management, AMI data filtering, etc.
- All integrations in the hosted solution are real time and use Oracle Integration Cloud as the middleware component.
- PCS provides full support for all components of its hosted solution.
Application
Using Oracle APEX technology, PCS offers a reporting application that provides 100+ reports and dashboards and the opportunity for additional custom created ones. The application is geared towards utility users and has reports that are related to Finance, Customer Service, Meters, Billing, Operations, etc.
- The reporting application allows for reports to be downloaded into various formats including excel, word, csv, pdf.
- The reports can be formatted with company logos, filtered or highlighted data, etc.
- The reports can be scheduled to run at certain times of the day and be available to users
- Reporting capability across multiple applications using Oracle databases.
- Multiple users can use the reporting tool. There are no limits to the number of people that can be setup to use it and so can support enterprise wide reporting.
- Supporting applications can be developed within the framework that trigger data-driven events within CC&B. An example of one such application is to trigger an upload batch program in CC&B for data coming in from an import file. This data can be viewed through the reporting application and then modified as needed before submitting to CC&B.
- Full Production support is provided for PCS Reporting tool.
Portal (CSP)
The Customer Support Portal (CSP) that PCS offers is a unique 311 type application for utility clients. Utility customers can use this application to communicate with their utility, submitting Service Requests online for routine customer service type needs.
- CSP is built on an Oracle Cloud platform
- CSP use Oracle real time integration to update CC&B and other applications
- CSP has additional capability of online form submissions; integration with Docusign; real time chat with CSRs, etc.
- CSP is intuitive and user friendly; not requiring Customer Service Reps to be familiar with the Customer Information System (CIS) to process the Service Requests from the customers.
- The updates in the CIS are all automated and do not require any further manual intervention.
- Full Production support is provided for CSP
Portal (CAP)
The Customer Account Portal (CAP) lets customers have access to their utility account 24/7. It provides information on the Account Summary, Billing Trend, Payment History, and Bills.
- CAP can be integrated with CSP to allow customers to open Service Requests from within CAP
- Customers can sign up for e-billing and view current and past bills online.
- Customers can utilize a number of different payment options through CAP to pay their utility bills
- Customer can run their own reports and analytics through CAP without having to contact Customer Service
- Customers can link multiple accounts and access them through a single login.
- CAP sits in the Oracle Cloud and accesses data real time from a replicated database.
- All integrations between CAP and other databases and applications are real time through Oracle Integration
- Full Production support is provided for CAP
Application
PCS Field Service is a mobile workforce application that helps field technicians and dispatchers manage the work orders while in the field. Using google maps, and GIS integration, the field service application allows work orders to be easily routed and assigned to technicians,
- SaaS application integrated with Oracle Database in the Oracle Cloud
- Integration with multiple work order applications
- Customizable screens for work order completion
- Integration with GIS
- Load balancing and route balancing features
- In-app chat feature
- Mobile compatible
Center Application
Customer Service Command Center Application (CSCCA) is an easy to use application for Customer Service Agents. It helps to centralize and simplify the numerous customer service type tasks that Agents have to perform in person. Integrated with a number of different applications, the CSCCA is the future of call center efficiency.
- Custom developed web application supporting direct customer engagement
- Supports cashiering functionality for over the counter bill payments
- Supports a comprehensive list of over-the-counter customer service type functions including cashiering
- Integrates real time with Customer Information System (CIS), mobile workforce, asset management and other supporting applications. Integrations are real time using Oracle middleware.
- Centralizes functionality so that CSR can access important details from multiple applications through a common interface
- SaaS product built on Oracle Infrastructure
- Full Production support
Recovery Solution
PCS offers cloud-based Disaster Recovery (DR) for CIS customers. Using Oracle Golden Gate replication, the DR site replicates in real time the data in the source database. Having this DR site integrated with other applications allows it to provide continuous availability of services to business users, even when the main Production environment is down.
- DR site is fully supported in the Oracle Cloud and has additional real time backup
- DR site can serve as the source for data when Production performance may be impacted by running reports, etc.
- Unlike a traditional DR that switches on when primary Production is down, PCS DR is always available and has minimal down time in being accessible.