FOR IMMEDIATE RELEASE
Oracle® Utilities
Network Management System Helps Connecticut Electric Utility Enhance
Customer Service During Power Outages
REDWOOD SHORES, CA. – February 28, 2008 - Oracle
today announced that The United Illuminating Company (UI), an electric
transmission and distribution utility based in New Haven, Conn.,
recently implemented Oracle® Utilities Network Management System
to automate and streamline its call-management process during power
outages. UI is also using Oracle Fusion Middleware, Oracle Database
and PeopleSoft Enterprise Financial Management
UI worked with Oracle and Enspiria Solutions to implement the application,
which has helped the company enhance its customer communications
and improve restoration efficiency during outages.
Prior to the Oracle implementation, UI relied on a call management
process, which required dispatchers to manually diagnose outages
and group calls associated with each outage. Now, when a customer
calls to report a problem, UI’s customer service representatives,
having automatically received outage status information via the
Oracle system, are better equipped to provide accurate and real-time
perspectives on outages.
UI also leveraged Oracle’s integrated product suite for the
utilities industry. For example, UI uses Oracle Utilities Mobile
Workforce Management to automate its field operations via dispatch,
scheduling and routing. The company will leverage this application
with Oracle Utilities Network Management System to allow its dispatchers
to rapidly alert troubleshooters and repair crews in the event of
power outages and more accurately direct them to failed equipment.
“For more than a century, UI has prided itself on maintaining
high customer service levels and responding quickly to outages even
with unpredictable weather conditions here in New England. However,
our previous outage management process was labor intensive with
very little information actually available to customers regarding
the status of their outage. The information provided via the Oracle
system allows our customers to receive the most up-to-date information
about their outage when either speaking to a live customer representative
or via our company’s Interactive Voice Response (IVR) system,”
said William Ostrum, manager of restoration, The United Illuminating
Company.
“Oracle is committed to providing the utilities industry
with an integrated suite to speed implementation, optimize performance
and maximize return on investment. We are pleased to have met UI’s
unique needs and to have provided the organization with comprehensive,
integrated business applications that help it to better serve its
customers,” said Quentin Grady, senior vice president and
general manager, Oracle Utilities.
About Oracle Utilities
Oracle Utilities delivers the proven software applications that
help utilities achieve competitive advantage, business performance
excellence and a lower total cost of technology ownership. Oracle
Utilities integrates industry-specific customer care and billing,
network management, work and asset management, mobile workforce
management and meter data management applications with the capabilities
of Oracle’s industry-leading enterprise applications, business
intelligence tools, middleware and database technologies. Oracle
Utilities enables its customers to adapt more nimbly to market deregulation,
meet ever-evolving customer demands, and deliver on commitments
to environmental conservation. For more information, visit www.oracle.com/industries/utilities.
About Oracle
Oracle (NASDAQ: ORCL) is the world’s largest enterprise software
company. For more information about Oracle, please visit our Web
site at www.oracle.com
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