Client case studies | A utility provider upgrades its customer information and billing system

How PwC helped a utility company modernize its customer information system (CIS) and billing technology to meet its business goals.

A US utility company’s 35-year-old customer information system (CIS) made it nearly impossible for the organization to meet current and evolving customer and regulatory needs. Additionally, maintenance costs for the system were rising due to diminishing resources. Although the company realized it was time for a drastic change, it was wary of implementing new technologies because of failed experiences in the past. The company wanted to adopt a modern CIS and billing technology system. The company chose PwC because of our business-oriented approach and our change management and business process transformation experience.

The company chose Oracle Customer Care and Billing (CC&B), Oracle BI Publisher for Reporting, and Oracle database licenses. We provided overall project management using Transform, PwC’s five-step methodology for business transformation, to help the client adopt these new technologies. We helped define objectives and assess existing capabilities as well as established a project management office (PMO). We evaluated the client's requirements against the Oracle software packages, and scoped implementation needs by functional area. Our team configured the applications, conducted testing and helped perform training. Additionally, we developed an extensive marketing campaign to communicate changes to the company's employees and customers.

Our team delivered the client solution one month early and under budget. We also implemented the new software, using 98% of its out-of-the-box functionality. By customizing only 2% of the functionality, we lowered the company’s risk during testing and training. Our efforts also make it easier to upgrade the applications when new capabilities become available.

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