JEA deploys new billing and customer service package


Jacksonville, FL and Redwood Shores, CA, U.S.A. — (METERING.COM) — February 6, 2008 – JEA, a utility providing electricity and water services to over 360,000 residents in and around Jacksonville, Florida, has implemented Oracle® Utilities Customer Care and Billing to help streamline billing processes and optimize customer satisfaction. JEA effectively managed record traffic in its call centers and branch offices, and processed more than $19 million in payments the first day the system was live.

JEA produces nearly five million bills, processes approximately four million payments, responds to almost 1.5 million telephone calls and performs half a million field services at customer locations annually. Oracle Utilities Customer Care and Billing helps the utility effectively and efficiently manage this high volume of billing and service transactions.

"Oracle Utilities Customer Care and Billing exceeded our expectations for performance in just the first few days of production," said Marlene Murphy-Roach, vice president of customer relationships, JEA. "Early results indicate that the deployment was, by all standards, successful and our users are adapting rapidly to the new system. The partnership between our business and technology teams as well as BearingPoint — our management and technology consulting partner — and Oracle has proven to be a successful model for our future customer information system upgrades."

With Oracle Utilities Customer Care and Billing, JEA is now able to balance cash drawers every day at the end of a shift within minutes. Customer service representatives now have a 360-degree view of their customers, allowing them to quickly and effectively track, manage and resolve customer queries.

Because it is standards-based, Oracle Utilities Customer Care and Billing also integrates well with JEA’s field service application, improving visibility into real-time customer data and allowing JEA to reduce the duration of customer outages.