HECO improves customer satisfaction


Oahu, HI, U.S.A. — (METERING.COM) — November 1, 2007 – The Hawaiian Electric Company is involved in a continuing program to enhance customer satisfaction – assisted by Oracle’s® Utilities Network Management System and Utilities Mobile Workforce Management. The utility is focused on its response to power outages on the island of Oahu, and says that with Oracle Utilities applications, it can improve the information it delivers to our customers.

By implementing Oracle Utilities Network Management System, HECO has improved its trouble management and outage analysis, accelerated dispatch during outages and enhanced historical reports that can aid in asset management and performance. HECO deployed Oracle Utilities Mobile Workforce Management to automate field operations, improve the field workforce productivity and eliminate service backlogs.

The Oracle Utilities applications are pre-integrated using Web Services to pass XML messages between Oracle Utilities Network Management System and Oracle Utilities Mobile Workforce Management. HECO leveraged this product-based integration to allow dispatchers to rapidly alert repair crews in the event of a power outage and more accurately direct them to failed equipment, thus reducing outage durations and increasing customer satisfaction. The Oracle solution also allows customer service agents to relay accurate information on outage status, improving customer service.

"A power outage can be a true test of customer service quality. HECO is committed to offering the best possible service by providing its customers with accurate information to allay their concerns and by rectifying outages quickly," said Quentin Grady, senior vice president and general manager, Oracle Utilities Global Business Unit. "We are pleased to work closely with HECO to provide the technology infrastructure needed to support these business priorities."