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San Jose Water Company Deploys Oracle Utilities Solutions to Improve Service for More Than One Million Customers Throughout Silicon Valley
Tuesday, January 31, 2012 8:01 AM
REDWOOD SHORES, CA -- (Marketwire) -- 01/31/12 -- Oracle (NASDAQ: ORCL)
San Jose Water Company (SJW), which serves more than one million people in the greater San Jose, Calif. metropolitan area, implemented Oracle Utilities Customer Care and Billing and Oracle Utilities Mobile Workforce Management to better support the delivery of exceptional service to customers throughout Silicon Valley.
Oracle Utilities Mobile Workforce Management supports SJW's efforts to ensure service availability and automate field operations via dispatch, scheduling and routing. SJW uses Oracle Utilities Mobile Workforce Management to create and continuously revise driving routes that efficiently group service calls based on service technician location and utility created factors. With Oracle's mobile workforce management solution, SJW has realized productivity improvements freeing up service technician and dispatch staff to take on new challenges in other operations. The solution enabled SJW staff to break all-time records in the number of meters serviced per month.
Further, with Oracle Utilities Customer Care and Billing, San Jose Water Company call center staff now have a 360-view of customers on one screen, rather than needing to toggle back and forth between multiple systems, enabling them to respond more quickly to inquiries. With Oracle Utilities Customer Care and Billing, SJW reduced the abandoned call rate by 50 percent the first day on the new Oracle system.
The Oracle solutions integrate with SJW's existing Oracle Utilities Work and Asset Management application, which the utility utilizes to efficiently deploy staff for heavy repairs and asset maintenance.
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