Utilities | Oracle Service Cloud

Utilities OSvC

Background

Founded nearly 200 years ago, the client operates one of the world’s largest energy delivery systems and provides utility services to over 10 million people. The client’s total assets are over $60 billion USD, and its revenue is over $13 billion USD annually. The client plans to provide 100% clean power by 2030.

Challenges

Before implementing SoftClouds solution, the client used an outdated knowledge management (KM) platform called eInfo. Customer assistance employees didn’t have an easy way to access the system and relied on using SharePoint. This platform had ineffective workflow management with limited KM functionality. Customer Care & Billing (CC&B) integration wasn’t possible, and the solution provided minimal reporting and analytics. Employees had to look for data across multiple applications when they needed analytics or reports.

Solutions

SoftClouds provided a comprehensive 360-degree knowledge management solution with the Oracle Knowledge Advanced platform that was innovative and utilized a variety of platforms, including Oracle Service Cloud (OSvC). We engaged in the design, architecture, and implementation of better business processes, such as:

  • Personalized Web UI/UX to Reduce Clicks
  • Unified & Structured Content with New Guidelines
  • Approval Hierarchies & Workflows for Each Content Type
  • Advanced Search Tuning with Federated Search, Industry Dictionary, Synonyms, & Smart Excerpts
  • Authoring & Publishing with Versioning & History
  • Web Crawling & Indexing on External Content
  • Enabled Customizable Reports & Profile Driven Dashboards

Outcomes

SoftClouds was able to efficiently reorganize and bring the client’s processes up to date as an outcome of the project’s success. As a result, the client obtained these benefits:

  • Single Source of Knowledge for Entire Organization
  • Relevant Content Displayed Based on User Profile
  • Advisors Quickly Access Data from Multiple Channels
  • Knowledge-Based Operational Decisions Improved ROI
  • Improved Content Rendering with New Widgets
  • Increased User Adoption & Productivity

 

Testimonial:

“SoftClouds solution augmented the platform with rich, user-friendly UI/UX, integrated content with all other applications, and provided versioning for compliance and regulatory needs. The innovative solution now provides proactive and insightful analytics based on the user’s searches, ratings, and recommendations. Overall, this new solution by the experts at SoftClouds has improved agent and customer experiences for the client and is scalable for the future.”

- Raghavendra Uniche, Technical Project Manager, SoftClouds Tweet