New customer care and billing system deployments in the Middle East


Dubai, U.A.E. — (METERING.COM) — October 23, 2008 – Dubai-based district cooling and water supplier Palm Utilities and wastewater management company Moalajah have both recently deployed Oracle Utilities Customer Care and Billing solution, the enterprise software supplier has announced.

The solution will help Palm Utilities to solve the vast majority of customer issues within the first contact, and thereby maintain the highest level of customer service. In addition, Palm Utilities will have the ability to effectively and efficiently manage each facet of the customer care process including metering, billing, collections and credit management for the company’s chilled water supply, portable water supply, sewerage services, treated effluent services and polished water services.

Integrating Customer Care and Billing with Palm Utilities’ automatic meter reading (AMR)-enabled modules, which are pre-installed at most customer premises, will also help dramatically reduce manual billing processes and ultimately enable lower costs.  Moreover, the solution will also allow Palm Utilities to pull real-time usage data from meters into the customer care and billing application to deliver fewer estimated customer bills.

The solution is expected to benefit Palm Utilities’ current 7,000 customers and provide the flexibility to accommodate an expected 250,000 new clients within the next four years.

Moalajah, a subsidiary of Veolia Water, has implemented the solution to help it meet customer needs in the rapidly-expanding market of Ajman – one of the fastest growing states in the U.A.E. with the newest wastewater collection network and treatment plant in the Gulf Region. Moalajah currently operates this network, but with customer numbers rising rapidly, it needed a flexible, scalable solution to help streamline revenue collection, queries and provide a 360-degree view of customer interactions.

With the solution the customer experience has been improved. Customer queries are resolved more effectively as all Moalajah employees who interact with customers now can access a real-time view of each customer’s history. The solution also has the potential to help Moalajah with every aspect of its dealings with customers, from service connection, rating and billing, to associated functions like payment processing and field service.

“The Middle East is a priority region. In addition to its innate quest for state-of-the-art technology, the region’s rapid growth and expansion has created a sense of urgency for utilities to build flexible and scalable IT systems that leverage open standards,” said Bastian Fischer, vice president and general manager for EMEA, Oracle Utilities.