Oracle Utilities has introduced Oracle Utilities Service Order Management, which it says is the industry's first commercially available service order automation solution designed to help utilities improve operational efficiency, accelerate issue resolution, reduce costs, and enhance customer service.
Oracle Utilities Service Order Management—a first-of-its-kind application—automates service order management with an intelligent integration hub.
The new solution initiates service task workflows across systems, such as customer service, metering, work and asset, network/grid, and analytics. When a trigger process is completed in an integrated system, Oracle Utilities Service Order Management automatically identifies the next steps and communicates them across the platform to initiate, coordinate, and track those workflows.
According to Oracle, as metering technology gets more advanced, utilities are being faced with increasingly siloed and complex service order processes. Typically, orders are managed in the customer information system, while advanced metering infrastructure integration resides within the meter data management system. This siloed architecture and these antiquated business processes result in inefficient service order management across systems, complex integrations, and increased operating costs due to redundant or unnecessary fieldwork. Oracle Utilities Service Order Management is intended to help automate and streamline operations with a centralized, intelligent orchestration engine.
“Oracle Utilities Service Order Management’s automated service order management technology is a crucial piece of the optimized, integrated utility platform. This product is the first solution of its kind to address complex service orders with an intelligent service order automation engine,” said Rodger Smith, senior vice president and general manager, Oracle Utilities. “Oracle Utilities Service Order Management pulls service order business logic into its own application, resulting in a scalable, flexible solution for streamlining service order processes.”