Enhancing customer service during power outages


New Haven, CT, U.S.A. — (METERING.COM) — February 29, 2008 – The United Illuminating Company (UI), a U.S.-based electric transmission and distribution utility, 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.

The utility also leveraged Oracle’s integrated product suite for the utilities industry. For example, it 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,” said William Ostrum, manager of restoration, The United Illuminating Company. “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.”