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Upgrading Oracle Customer Care and Billing Solutions for Utilities
Why Upgrade?
Simplify rate configurations through an enhanced rate engine
Avoid bill complaints raised by customers to utility regulators
Adhere to the latest industry data security standards for customer-sensitive data
Enhance customer experience through support for new-age digital technologies such as mobile and social media; older versions lack support for these features
Enable rapid business changes without all the customization; v2.5.x includes many newer, improved features such as field-level security using configuration tools and an address validation module
Oracle premier support across older versions ending soon; v2.1.x ended in May 2015, v2.2.x ends in April 2016, v2.3.x ends in June 2016 and v2.4.x ends in November 2017
Enhance interoperability with surrounding Oracle Utilities applications, e.g. MDM, WAM, MWM and Analytics
New framework 2.5 is more development-friendly and easier to configure. It is more futuristic with its new Alta UI and is all-Java (no more COBOL).
Optimize the Benefits of CC&B 2.5.x and Beyond with Cognizant
Cognizant provides dedicated service experts and experienced domain consultants to assist with, and ensure a seamless upgrade process.
Assessment of current business environment:
Help define the upgrade path
Align new feature implementations with business objectives and budget
Employ our acclaimed upgrade methodology based on best practices
Seamless predictive upgrades using proprietary accelerators and tools, such as component catalogue for assessment, regression test repository, and, build and packaging scripts
Test automation – performance testing using LoadRunner – readily built scripts
Proprietary self-service mobile application for utilities consumers
solution overview january 2016|
• Cognizant Solution Overview
Cognizant Upgrade Services Fast-Tracks Productivity and Returns on Investment
Upgrade Service Offerings
To stay competitive amid continuing economic uncertainty and regulatory changes, utilities must remain agile by upgrading existing, inflexible customer information systems, and adding new capabilities that enhance customer service and enable processes aligned with the changing business environment. Cognizant's Oracle Solutions Practice can help, with comprehensive upgrade services that reduce risk, lower cost and ensure the final solution supports the strategic mission.
Success Story
Leading US Electric Utility Company
The customer was using Oracle’s Customer Care and Billing v2.2 as their customer information system and needed to upgrade to v2.4 to benefit from the newer and better capabilities.
Business Challenges
Existing product version going out of support and ineligible to receive new patches
High maintenance costs due to cluttered environment carried over through legacy implementation
Bill validation requirements not supported in old version, resulting in too many bill errors and customer complaints
High number of integration (BPEL) errors between CC&B and MDMS; 650+ unique errors exist in the system
Limits in existing process to support bulk mail discounts from USPS for customer letters
Solution Highlights Leveraged our extensive utility industry
expertise through Cognizant business consulting from the beginning
Detailed impact assessment through discovery phase prior to program execution
Eliminate risk by executing project in waves: Wave 1: Technical upgrade, migrating from
version 2.2 to 2.4
Wave 2: Feature upgrade, implementing new features in v2.4 to gain business process efficiencies
Wave 3: Stabilization and implementation, involving testing, deployment planning and training
Metrics-based program management Effective stakeholder involvement and
communication to ensure program success Cost-effective solution using our global delivery
model and flexible resourcing Leveraged best practices and Cognizant Center
of Excellence (CoE) to deliver best-in-class solution
Benefits
Increased customer satisfaction by reducing billing errors through the new bill validation feature
Productivity improvements through simplified maintenance of complex rates; changing rates and annotating accounts are now a one-step process
Better service provision for multi-account customers by leveraging enhanced large account management features
Improved contact center productivity and customer responsiveness through enhanced user interface
AS-IS upgrade Upgrade methodology based on industry best
practices Experience in both old framework version and
new framework version Tools and accelerators for faster upgrades
Technical Upgrade
We can render individual services to assist with your upgrade Testing services – Independent quality
assurance Integration Services Training services - user and technical Technical retrofitting
Service Based Upgrade
Assessment
Evaluation of existing set up vis-a-vis latest product
Evaluation of business drivers vis-a-vis benefits of upgrades
Comprehensive check list and scorecard for assessment
Impact analysis Assist in business case build
Functional Upgrade AS-IS upgrade plus new feature
implementations Delta features listing and its adaptation
approach Tools and accelerators for faster and error free
upgrades Process improvements through enhancements
CC&B Upgrade Services that we offer
solution overview 2
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© Copyright 2016, Cognizant. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the express written permission from Cognizant. The information contained herein is subject to change without notice. All other trademarks mentioned herein are the property of their respective owners.
Enhanced data security by leveraging data encryption features. Data security compliance achieved as per the following encryption guidelines: U.S. Gramm-Leach-Bliley Act (GLBA) Organization for Economic Cooperation and
Development (OECD) Guidelines Payment Card Industry Data Security
Standard (PCI DSS) Increased operational performance with
integrated system reliability due to latest versions and compatibility
Reduced business risk by maintaining older versions through upgrade premier support
De-cluttered the environment by revisiting the interfacing processes and systems
Reduced complexity of SOA-based integration between CC&B and MDMS; the re-architected integration reduced BPEL errors by 80%
Lowered total-cost-of-ownership through operational efficiency and simplif ied maintenance
Improved mail delivery, enabled use of standardized envelopes and qualified for bulk mailing discounts, resulting in discount rates from USPS for around 170K+ customer letters per year
Implemented proactive approach to evaluate bill amounts before sending to customer, resulting in higher customer satisfaction and avoidance of regulatory complaints
About Cognizant's EAS-Oracle Solutions Practice (OSP)
Cognizant’s Oracle Solutions Practice (OSP) offers a wide range of services and solutions covering all of Oracle's enterprise applications and technology products.
We leverage domain experience with billing and technology expertise for Oracle Customer Care and Billing, Revenue Management and Billing, Oracle E-Business Suite, PeopleSoft, Oracle Cloud Applications, Fusion Middleware, Engineered Systems, Oracle Database, Oracle Financial Applications, EDGE Applications, Analytics and other Oracle domain solutions, adding significant value to clients.
Our proven methodologies and innovative solution frameworks serve as a robust foundation for our wide range of service offerings, including global implementations, roll-out upgrades and application value management. We have successfully executed projects across industries leveraging our strong pool of Oracle consultants, business experts and technical architects worldwide. Our investment in Oracle Cloud Apps confirms our philosophy of remaining ahead of the curve. Our strong partnership with Oracle helped us to execute the largest footprint engagement in Oracle's early adopter program (EAP). Cognizant is involved in multiple EAP engagements across all Oracle Cloud Apps efforts.
A strong partnership with Oracle, powered by our innovation labs and proprietary solution accelerators enables us to help clients extract more business value from their investment in Oracle products.
About Cognizant
For more information on Cognizant's Oracle solutions, contact us: [email protected]
Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process outsourcing services, dedicated to helping the world's leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant combines a passion for client satisfaction, technology innovation, deep industry and business process expertise, and a global, collaborative workforce that embodies the future of work. With over 100 development and delivery centers worldwide and approximately 219,300 employees as of September 30, 2015, Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500 and is ranked among the top performing and fastest growing companies in the world. Visit us online at www.cognizant.com Twitter: Cognizant or follow us on .
