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Oracle Utilities Customer Care and Billing

Oracle Utilities Customer Care and Billing

Overview

What is Oracle Utilities Customer Care and Billing?

Oracle Utilities Customer Care and Billing is offered to allow users to serve customers with an integrated platform from meter to customer. Available on premises and in the cloud, the solutions are designed to help deliver service excellence, reduce cost-to-serve,…

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Recent Reviews

My Oracle Review

10 out of 10
September 16, 2019
Incentivized
I see this as a good billing system. This is the critical application for accepting payments from our customers.
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Pricing

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Oracle Utilities Customer Care and Billing

Oracle Utilities Customer Care and Billing

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What is Oracle Utilities Customer Care and Billing?

Oracle Utilities Customer Care and Billing is offered to allow users to serve customers with an integrated platform from meter to customer. Available on premises and in the cloud, the solutions are designed to help deliver service excellence, reduce cost-to-serve, and prepare for change.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Product Details

What is Oracle Utilities Customer Care and Billing?

Oracle Utilities Customer Care and Billing is offered to allow users to serve customers with an integrated platform from meter to customer. Available on premises and in the cloud, the solutions are designed to help deliver service excellence, reduce cost-to-serve, and prepare for change.

Oracle Utilities Customer Care and Billing Competitors

Oracle Utilities Customer Care and Billing Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

Zuora, Sage Intacct, and Salesforce Revenue Cloud are common alternatives for Oracle Utilities Customer Care and Billing.

Reviewers rate Support Rating highest, with a score of 8.7.

The most common users of Oracle Utilities Customer Care and Billing are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(7)

Attribute Ratings

Reviews

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
February 13, 2020

Oracle Customer Care and Billing Utilities at Duqeusne Light Company

Verified User
Analyst in Information Technology
Utilities Company, 1001-5000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Oracle Utilities is being used by Duquesne Light Co. for billing and customer management, using the Oracle Customer Care and Billing module, managing meter data (MDM module), and coordinating field tasks (MWM module). Due to this comprehensive implementation of Oracle Utilities, Duquesne is fully immersed and integrated into the Oracle framework.
It's most valuable feature is its MWM module and ability to reduce downtime and ambiguity for field activities of pole and line workers. This module integrates seamlessly with Customer Care and Billing and MDM. Introducing customization, as with any software, will eventually cause issues, but by sticking to base we are able to avoid many of these issues.
The Customer Care and Billing module is excellent at organizing customer data and bill calculation. The rate engine in v2.6.0.1 allows greater freedom is designing bills, as well as a simplification in the overall configuration behind our rate structure. One downside is the cluttered appearance, on some screens.
The MDM module is the largest of all these modules, and the database structure of the module results in slow performance from a UI and database querying perspective. Despite this, the module itself is accurate and reads loaded daily without issue.
Pros and Cons
  • It does an excellent job of displaying bill charges and the coordinating configuration that generates those charges. The close proximity of these attributes makes troubleshooting easier for those in charge of configuration.
  • Customer Care and Billing customer contacts in v2.6.0.1 are viewable by account. By this, I mean that a user can search an account and see all comments that users (or system interfaces) have left for the account.
  • It integrates well with Oracle Utilities MDM. Having two base products makes the overall end-to-end meter to bill cycle more efficient and accurate.
  • More configurable functionality for base processes. For example, payment files that get sent to a bank differ slightly for some banks. Oracle only offers one out of the box solution. Parameterizing algorithms and processes like these allow for less development from users.
  • Easier navigation across modules (e.g. MDM) and standardized terminology. Many users of Oracle Utility MDM are unaware of basic Customer Care and Billing terminology, and vice versa, when they're referring to the same items.
  • On a technical leveling, suggestions on how to partition Customer Care and Billing OUTSIDE OF using ILM would improve performance.
Likelihood to Recommend
Oracle Customer Care and Billing is well suited for smaller to mid size companies. I don't believe that it is structured in a way, currently, that is easy to use for larger utilities. For smaller to mid size utilities, with less data and customers, Oracle Customer Care and Billing will perform quicker and appear less cluttered. The utility I work at serves 600k+ customers.
Return on Investment
  • Oracle Customer Care and Billing has allowed us to reduce our billing analysts overall by truly automating this function. A feature called "to-dos" allows troubleshooting to occur quickly and precisely on problematic bills.
  • It has allowed for a comprehensive customer database and the elimination of legacy systems.
  • Integration with external systems is also a plus for Customer Care and Billing.
Alternatives Considered
Previously, my company was on an aging mainframe system. The cost and effort to move to Oracle Customer Care and Billing, as well as integrate with the Oracle Utility MDM and MWM modules, was done out of necessity but also larger external acceptance and innovation. By this, I mean that Oracle's product line was growing quicker with newer features than the competitor we weighed (SAP).
Support Rating
7
It serves all of the basic needs our organization has, but it does not live up to all of the "perks" that are heard during sales speeches. Customizing the module to better serve specific needs (especially if you're in a regulatory-heavy state) many times takes more development effort than one would think. If Oracle were to build more flexibility into its base features, much of this would be eliminated.
Other Software Used
October 14, 2019

A very powerful and trustworthy CIS and billing tool

AB
Aaron Baker
Senior Systems Analyst
Duquesne Light Company (Utilities, 1001-5000 employees)
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Oracle CCB is used at Duquesne Light Company as our customer information system and our system or records for anything related to customers or billing. We use it to store addresses, customer, and meter information and to use that information in accordance with data from our meter data management system to bill our customers.
Pros and Cons
  • It is highly configurable.
  • It is highly extendable and customizable.
  • Its base batch programs allow you to perform most billing functions with no intervention.
  • It can be too customizable in places that can increase your cost of ownership.
  • Too complex in some areas.
  • Nomenclature in CCB isn't the same as it is in MDM.
Likelihood to Recommend
Oracle CCB is well suited for medium and larger utility companies for storing customer information and billing their customers. Its capabilities are vast and allow you to do almost anything you want if you have all of the personnel to support it. Oracle CCB may be inappropriate for a small utility company due to the cost of ownership.
Return on Investment
  • It allows us to bill all of our customers through batch if we want.
  • It allows us to manually intervene and correct bills easily.
  • It has good accounting features.
Alternatives Considered
I was not involved in the decision-making process or in the implementation of Oracle CCB. I arrived 3 years after it was first implemented at Duquesne Light Company. I also haven't evaluated any other CIS systems since we are committed to CCB for the foreseeable future. If anything were to change, I would be curious to see if there are other systems with a lower cost of ownership.
Support Rating
9
Overall, it's very good and powerful. We have a lot of analysts and contractors who support it due to how many areas of functionality it possesses but that's a good thing. If we can have 1 tool serve that many functions, I'd rather have that as opposed to 4 or 5 tools that do the same thing.
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