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Customer Self Service and Oracle Utilities RoadmapThursday, March 5, 2020
8:30am-9:30am
Our Presenters
CHRIS BOEKEChief Customer Officer
Our Presenters
MARK LAWLERChief Information Officer
Services: Electric, Water, Wastewater Total Customers: 115KElectric Smart Meters: 80K+ Water Smart Meters : 95K+Population: 205,000; 6th largest in NCDemographics: Large Military PopulationGeography: Service territory located about 80 miles west from the North Carolina coastLargest Municipal Electric Utility in NC
PWC Technology Footprint
Fayetteville PWC ePortal & App
What's next for FPWC
Self Service ChallengesAgenda
Discussion
PWC Enterprise and Customer Experience History
5
2014
2013 2015 2019
Went Live with Oracle ERP, EPM, BI and WAM
2018 2020
2021
Went Live with Oracle CIS, MDM and previous Customer Self Service Portal
o Stabilization
o Application Support outsourced
Milestone Self Service Portal Implemented (Oct 2018)o EBPPo Proactive Alerts and Notificationso Service Requestso Usage Graphso Programs and Enrollments
Previous Self Service ChallengesO
RIGI
N • Lack of vendor support
• Not adaptable to changes in business process
• Part of CIS project CON
TEN
T • Inflexible to add new functionality
• Unable to update content easily
• Difficult to promote new programs
DESI
GN
• Expand self-service capabilities
• Build payment integration
• Become mobile-friendly
• Build a modern usable UI
• What does the customer want?
SSO for multiple vendor services
Responsive design Configurable Scalable Integrated with
Payment Processor
Let’s Address those CX Challenges
• 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 and Customer Experience History
8
2014
2013 2015 2019
Went Live with Oracle ERP, EPM, BI and WAM
2018 2020
2021
Went Live with Oracle CIS, MDM and previous Customer Self Service Portal
o Stabilization
o Application Support outsourced
Milestone Self Service Portal Implemented (Oct 2018)o EBPPo Proactive Alerts and Notificationso Service Requestso Usage Graphso Programs and Enrollments
o New IVRo TOU Rates Implemented and MDM
integrated to ePortalo Apple/Android Self Service App
deployed
PWC Customer Portal
PWC Customer Portal – TOU Calculator
PWC Customer Portal
Mobile is the preferred channel
PWC Mobile App
PWC Mobile App
Self-Service Adoption statistics
o 26% of our Customer base is registered
o Over 1,000,000 Logins since go liveo Almost 1,000,000 payments received via self
service – tripling our online payments
Call Deflection:o Nearly 11,000 Service Orders processed via
self serviceo Auto Pay enrollments increased significantly
and trending upwards
Opportunities:o OMS Integration – will increase registrationo eBill Promotion – will drive enrollmentso Data Governance and re-analyzing data and
benefits/KPI’s on improvements
PWC Enterprise and Customer Experience History
16
2014
2013 2015 2019
Went Live with Oracle ERP, EPM, BI and WAM
2018 2020
2021
Went Live with Oracle CIS, MDM and previous Customer Self Service Portal
o Stabilization
o Application Support outsourced
Milestone Self Service Portal Implemented (Oct 2018)o EBPPo Proactive Alerts and Notificationso Service Requestso Usage Graphso Programs and Enrollments
o New IVRo TOU Rates Implemented and MDM
integrated to ePortalo Apple/Android Self Service App
deployed
o OMS Integration - Maps
o Supplier/Procurement
o CC&B/MDM to C2M
o Data Governance
o WAM/MWM?
o EBS - HCM
o APP enhancements
o EBS Strategy
NEXT STEPS: Perform targeted assessments, action the quick wins Develop a technical strategy that will complement the business strategy (short term vs long term)
New CIO, What To Do With Our Platforms……
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
Questions