Yarra Valley Water implements Customer Care and Billing


Tony Kelly,
Managing Director,
Yarra Valley Water
Sydney, Australia — (METERING.COM) — October 27, 2010 – Yarra Valley Water, a retail water company providing water supply and sewerage services to more than 1.6 million people in the northern and eastern suburbs of Melbourne, Australia, has recently gone live with Oracle Utilities Customer Care and Billing.

The application delivers the scalability and flexibility required to assist Yarra Valley Water in updating its billing service and maintaining its high standards for quality customer care, now and into the future.

Customer Care and Billing helps Yarra Valley Water efficiently improve customer service to its 700,000 accounts by enabling the utility to easily maintain the software and introduce new products more quickly without the need for major customizations. The implementation replaced a legacy software system that had been highly customized and would no longer meet Yarra Valley Water’s business requirements in terms of efficiency, flexibility and robustness.

With the application, Yarra Valley Water can now view all pertinent customer data in one source via an intuitive, easily navigable system. Customer service representatives can access accurate and comprehensive information on one screen, rather than having to toggle back and forth between multiple systems, enabling them to respond more quickly to inquiries and improve the customer experience.

Yarra Valley Water also uses the online functionality of the solution with its third-party interactive voice recognition system, enabling customers to make payments and check their balances via the telephone.

“The implementation of Customer Care and Billing hails a new era in information technology systems at Yarra Valley Water, providing a solid foundation for future customer service and efficiency improvements,” commented Tony Kelly, managing director of Yarra Valley Water. “The application will give us the flexibility, integration, scalability and service we need to effectively meet the service standards demanded by our customers while remaining cost competitive.”

Going forward, Yarra Valley Water will use Oracle Utilities Customer Care and Billing to enable customers to make account enquiries and pay their bills online.