Southern Maryland Electric Cooperative enhances customer service


Hughesville, MD, U.S.A. — (METERING.COM) — March 5, 2008 –Southern Maryland Electric Cooperative (SMECO) has implemented Oracle® Utilities Customer Care and Billing and Oracle Database to enhance customer service and increase flexibility to address competitive market changes.

To support increasing energy demand and new customers SMECO, a member-owned electric cooperative that serves more than 150,000 customers, required an enhanced customer information system (CIS) that is rapidly deployable, scalable and supports new services to continually enhance customer support. SMECO selected Oracle to gain a single platform that supports its critical business applications. Oracle Utilities Customer Care and Billing improves visibility into customer data, allowing SMECO customer service representatives to provide superior service and reduce issue resolution times.

SMECO is also using the application to streamline bill printing and distribution, as well as rapidly address past-due accounts. SMECO’s debt recovery, billing and bill print extract is now 12 times faster – the organization can complete the daily process in slightly more than one hour. New customer care capabilities enable SMECO to transfer past-due accounts to a collection agency after 60 days, rather than waiting 90 days using the old system.

“We maintain an unwavering focus on system reliability, competitive rates and superior customer service,” said Joe Trentacosta, vice president and chief information officer, Southern Maryland Electric Cooperative. “SMECO is revitalizing key operations to support our community’s growing needs and achieve cost savings from increased efficiency. Oracle is instrumental in our efforts to achieve short-term reliability and service benchmarks, while enabling us to achieve long-term cost savings.”