Cus ustomer er Self Ser ervice a e and nd Or Oracle U e Utilities es R Roadmap Th Thursd sday, March 5, 5, 2020 2020 8: 8:30a 30am-9: 9:30 30am am The information contained within this document is proprietary to Milestone Utility Services Inc and is confidential. It may not be disclosed to any party outside its intended audience without the written permission of Milestones. This document may not be reproduced, either by photocopy or electronically without the written permission of Milestones. Every recipient of this document acknowledges, by retention and use, the confidential nature of the material contained herein, and agrees to prevent the distribution of this document, by intent or otherwise, beyond its intended audience.
Our Presenters CHRIS BOEKE Chief Customer Officer
Our Presenters Services: Electric, Water, Wastewater Total Customers : 115K Electric Smart Meters: 80K+ Water Smart Meters : 95K+ Population: 205,000; 6 th largest in NC Demographics: Large Military Population Geography: Service territory located about 80 miles west from the North Carolina coast Largest Municipal Electric Utility in NC MARK LAWLER Chief Information Officer
PWC Technology Footprint Self Service Challenges Agenda Fayetteville PWC ePortal & App What's next for FPWC Discussion
PWC Enterprise a e and C Custom omer er E Experience H ce Histor ory o Stabilization o Application Support outsourced Went Live with Oracle ERP, EPM, BI and WAM 2013 2015 2019 2021 2020 2014 2018 Milestone Self Service Portal Went Live with Oracle CIS, MDM Implemented (Oct 2018) and previous Customer Self o EBPP Service Portal o Proactive Alerts and Notifications o Service Requests o Usage Graphs o Programs and Enrollments 5
Prev evious us Self S Service C e Challen enges es • Lack of vendor support • Inflexible to add new • Expand self-service ORIGIN CONTENT DESIGN functionality capabilities • Not adaptable to changes in business • Unable to update • Build payment process content easily integration • Part of CIS project • Difficult to promote • Become mobile- new programs friendly • Build a modern usable UI • What does the customer want?
Let’s A Address t those C CX Challenges SSO for multiple vendor services Responsive design Configurable Scalable Integrated with Payment Processor • PWC needed a modern web-based, single sign-on customer self- service portal • Also support enhanced utility customer service with data analytics. • Give the customer mobility
PWC Enterprise a e and C Custom omer er E Experience H ce Histor ory o Stabilization o Application Support outsourced o New IVR o TOU Rates Implemented and MDM Went Live with Oracle ERP, EPM, BI and WAM integrated to ePortal o Apple/Android Self Service App deployed 2013 2015 2019 2021 2014 2020 2018 Milestone Self Service Portal Went Live with Oracle CIS, MDM Implemented (Oct 2018) and previous Customer Self o EBPP Service Portal o Proactive Alerts and Notifications o Service Requests o Usage Graphs o Programs and Enrollments 8
PW PWC C Customer r Port rtal
PW PWC C Customer r Port rtal – TOU U Calculator or
PW PWC C Customer r Port rtal
Mobile is the preferr rred c channel
PWC M C Mobile A e App
PWC M C Mobile A e App
Self Self-Ser Servi vice A e Adop option on s statistics o 26% of our Customer base is registered o Over 1,000,000 Logins since go live o Almost 1,000,000 payments received via self service – tripling our online payments Call Deflection: o Nearly 11,000 Service Orders processed via self service o Auto Pay enrollments increased significantly and trending upwards Opportunities: o OMS Integration – will increase registration o eBill Promotion – will drive enrollments o Data Governance and re-analyzing data and benefits/KPI’s on improvements
PWC Enterprise a e and C Custom omer er E Experience H ce Histor ory o WAM/MWM? o Stabilization o EBS - HCM o Application Support outsourced o APP enhancements o New IVR o EBS Strategy o TOU Rates Implemented and MDM Went Live with Oracle ERP, EPM, BI and WAM integrated to ePortal o Apple/Android Self Service App deployed 2013 2015 2019 2021 2014 2020 2018 Milestone Self Service Portal o OMS Integration - Maps Went Live with Oracle CIS, MDM Implemented (Oct 2018) and previous Customer Self o EBPP o Supplier/Procurement Service Portal o Proactive Alerts and Notifications o CC&B/MDM to C2M o Service Requests o Usage Graphs o Data Governance o Programs and Enrollments 16
New C CIO, Wh What To D Do Wi With O Our Platfor orms…… …… Continue to extend the Customer (CX) Strategy – Customer Centric (internal & external) Leverage the investments in AMI – Advanced metering - C2M – Data Governance & Business Intelligence Get value out of our Oracle “Platform” investment Simplify and reduce complexity MUST do something – out of support compliance Complement the application strategy with an Oracle Cloud (SaaS/PaaS) – OCI2 Develop a “Roadmap”… Both a Customer Centric and Technical Focus NEXT STEPS: Perform targeted assessments, action the quick wins Develop a technical strategy that will complement the business strategy (short term vs long term)
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