Veolia North America receives the OUUG 2019 Excellence Award from ESC
Enterprise Solutions Consulting nominated partner Veolia North America was awarded the 2019 OUUG Customer Excellence Award for 2019 Technology Innovations. The awards were given to Oracle utility & partners who continue to push the limits of technology towards operational excellence.
Overview of the project:
Veolia North America implementation began in 2008 and went live with Enterprise Solutions Consulting on the Private Cloud in 2017. Veolia North America has a total of 18 sites throughout the United States, which operates as different business units and a single instance of Oracle CC&B operating 18 CIS divisions.
ESC is the prime Oracle Customer Care and Billing Implementation and on-going managed services support vendor for Veolia North America, and completed multi-state, multi-site, multi- service implementations and upgrades (V2.2 through V2.3.1 and V2.3.1 to V2.5) and is the only Specialized Partner that has created and proven an innovative upgrade methodology targeted to lower the cost and risk associated with a CC&B upgrade. ESC worked collaboratively with Veolia to ensure many successful upgrades.
Veolia’s mission is to provide their customers with innovative solutions that directly support their business operations and goals. They are uniquely positioned to provide solutions in water, waste, and energy that promote sustainability and the circular economy. In 2013, they started organizing water, waste and energy businesses into one company spanning North America. Veolia’s transformation has allowed them to innovate and better serve our customers’ sustainability. This includes bundling services and technologies in water, waste and energy, as well as adopting solutions that have worked well in other parts of our global network.
Ensuring a reliable service, responding quickly to outages have always been at the core of market expectations for utilities. But, the onset of digitization made customers more inclined to using technology for carrying out their day-to-day activities such as making payments, providing real-time communication and faster query resolution etc. Veolia North America has created a business strategy to leverage digital solutions, digitizing their business processes and fulfill the growing expectations of its digital native customers.
Veolia group is the global leader in optimized resource management. With nearly 169,000 employees worldwide, the Group designs and provides water, waste and energy management solutions that contribute to the sustainable development of communities and industries. Through its three complementary business activities, Veolia helps to develop access to resources, preserve available resources, and to replenish them. In 2017, the Veolia group supplied 96 million people with drinking water and 62 million people with wastewater service, produced nearly 55 million megawatt hours of energy and converted 47 million metric tons of waste into new materials and energy.
ESC has remained a vendor with Veolia North America since our implementation with a platform was fully integrated with Veolia’s Oracle’s Utilities Customer Care and Billing (CC&B) replacing manual process with complete automation to lower costs, ensuring efficiency and accuracy.
They key was to transform customer engagement and experience by adopting customer-centricity through customer self-service options, multiple communication channels, payment options, account management, real-time two-way communication, and provide a mature, highly-scalable system that would handle every aspect of the customer lifecycle, to delivering superior customer service.
The implementations and upgrades have touched on the following areas:
• Configuration of complex billing
• Multi-Service Agreements per Account
• Multi-Service Point per Account
• Tiered Rates
• Flat Rates
• “User Access Fee” based on square feet
• Clean Energy Fee exemptions
• Service Credits
• Wastewater Remediation Exemptions
• Premise Characteristic based billing determinants
• Integration to permitting and state government systems
• Integration to water, wastewater treatment system to calculate rates – Bill
Factors, Contract Values:
• Integration to Meter Data Management for billable reads
• Operate and Maintenance (O&M) billable services billing
Business issues and/or opportunities that led to the undertaking of this project/program:
In 2005 Veolia Energy implemented Oracle’s CC&B version 2.1 for its Boston, Massachusetts operation using a different system integrator with an overall plan to execute incremental rollouts across North America Operations – Multi-Site, Multi-State. After the initial implementation, Veolia experienced significant billing and performance issues causing delays in bringing additional operations onto the CC&B system. The Return on Investment (ROI) began to suffer. Veolia was forced to suspend their CC&B rollout to additional sites.
Veolia North America moving to the Private Cloud in 2017 with ESC not only helped meet their current needs, but also positioned them as their needs evolves. The platform unlocked some key benefits for Veolia North America:
o Up to 15% increase in customer engagement by providing 24/7 support with an easy to use tool
o Up to 30% increase in operational efficiency and eliminating manual errors by completely automating the meter-to-cash process including MDM.
o Up to 20% reduction in customer call volume as the engaged customers are now more oriented towards self-service reducing dependability on customer care representatives for minor queries.
o Up to 25% customer satisfaction via e-bill presentment.
o Address customer queries and issues faster with a clear, intuitive customer service user-interface which provides a 360⁰ view of the customer.