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Oracle Utilities Customer Care and Billing

Oracle Utilities Customer Care and Billing


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
I see this as a good billing system. This is the critical application for accepting payments from our customers.
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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?

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  • 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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Reviews and Ratings


Attribute Ratings


(1-5 of 5)
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Score 8 out of 10
Vetted Review
Verified User
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.
  • 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.
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.
  • 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.
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).
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.
Score 9 out of 10
Vetted Review
Verified User
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.
  • 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.
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.
  • 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.
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.
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.
Score 8 out of 10
Vetted Review
Verified User
Oracle Customer Care and Billing "CCB" is used by our organization to organize customer accounts, payments, field activities for field workers on customers premise, and customer information vital to day to day business activities that keep out company organized and profitable.
  • Provides easy to navigate options, the application is user-friendly, it has help options along the way as well which provide the user support if they don't understand where they are at or what it is they are looking at.
  • Provides organization and a clear history of customers, who used to be on a premise/service point, who is now, and readings which are how we bill.
  • Easily tell where equipment is or has been, it is vital to not waste time and CCB helps with this.
  • As much as I believe CCB is a user-friendly interface, I also believe it has room to be even simpler and easier to use and navigate.
I believe CCB is suited perfectly the way it is. It handles all of our vital information in one place. CCB handles our day to day business processes that hold up our strong reputation as a leader in the electric industry.
  • CCB has had a very positive impact on our business. This organizes bill payments and field activities which are essential to our profits. The Field Activities organization and how it uses algorithms to spread out work so that it can be worked in the most efficient way possible is brilliant. This gets more work done, bring in more profit.
SQL Developer works great because you can quickly get accurate information from the database. This comes from CCB or MWM, wherever you need data, and is always accurate. MWM works with CCB as where the activities are worked from, CCB creates the FA, it syncs with MWM, where it is used from the field to track and report what was worked. Data then goes back to CCB and completes the Field Activity and updates the database with meter numbers, usage, etc.
I think it is a very good, self-sufficient application, but it's tough to give a full 10. I sometimes have issues with Meters not updating on a Service Point due to the old removed meters location history still having it as in a meter shop. This could be partially user error, however, there's almost nothing we can do and the system won't complete the FA even though it has been done. There could be an easier way of handling this type of issue.
They represent anyone from CSRs (Customer Service Representatives) , Business Analysts, Systems Analysts, Business Intelligence, Schedulers, Field Workers, or Resource Planners.
The types of people and skills required to support CCB could range from the Business Analysts who are familiar with day to day Production usage steps and procedures to a Systems Analyst who might not be as familiar with the business processes but is more familiar with the interworking's of CCB, algorithms, more of the inside details of the processes that makes CCB work.
  • Customer Service
  • Resource Planning and Scheduling
  • Data
  • Data management
  • Payment Schedules
  • Read Schedules
  • Letter Printing
  • Future ideas for CCB use could include message services to enhance the bill prints and customer self help experience.
We spent a lot of time reviewing the Oracle products and we have invested a lot of time, money and resources into utilizing it. It is a good product and we are happy with how effective it has been for us. Good Choice!
  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Vendor Reputation
  • Existing Relationship with the Vendor
  • Positive Sales Experience with the Vendor
  • Analyst Reports
  • Third-party Reviews
September 16, 2019

My Oracle Review

Score 10 out of 10
Vetted Review
Verified User
I see this as a good billing system. This is the critical application for accepting payments from our customers.
  • Good user interface
  • Integration with EBS system
  • Mobile application
  • User management
  • Data security
  • GIS integration
Good use for the utility industry. It's a popular application and can be helpful.
  • It is easy to use the system so the ROI is good.
There were major improvements in the latest version; the interface is better with a faster search feature. It's a very straightforward design.
Good support. It's knowledgeable and best used for consulting.
Score 8 out of 10
Vetted Review
Verified User
The application is being used as a billing engine for our customers and it interfaces with other applications. CC&B is being used by all departments involved in the billing process. We upgraded from Customer 1 to CC&B due to the aging infrastructure
  • Amount of data displayed to our front end users
  • Provides a financial overview for the CSRs in knowing what the customer's financial obligation is to the company
  • System response time when the page provides lots of data from various portals
It is well suited for companies which has users in various jurisdictions which may have different regulatory roles/responsibilities. You can customize the tool to meet the requirements of where the customer's premise is located from a utility company perspective
  • I'm not aware of any negative impacts implementing the application had from a financial perspective
Oracle Utilities Meter Data Management (MDM)
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