ORACLE - Latvenergo AS Enhances Customer Service with Oracle to Meet Challenges of Deregulated Energy Market
Oracle Delivers Integrated Customer Service Solution to Latvia’s Largest Energy Supplier
Oracle has announced that it has been selected by Latvenergo AS, Latvia’s largest energy supplier, to help it enhance customer service as it prepares to meet the challenges of a newly deregulated energy market.
As part of the agreement, Oracle Utilities will provide Latvenergo with an integrated solution comprising Oracle Utilities Customer Care and Billing, Oracle Utilities Customer Self Service and Oracle Utilities Business Intelligence, which will bring customer care and service to the highest standards, providing the utility with a competitive advantage as new entrants join the market.
The implementation of Oracle Utilities Customer Care and Billing will provide Latvenergo with comprehensive support for its customer- and billing-centric operations, enabling it to effortlessly scale to meet changes in regulatory and competitive conditions. The solution will also enable Latvenergo to keep its customers informed of any changes to service options as these occur, an important consideration as the market progresses with deregulation.
In addition, by helping to improve the efficiency of the business processes responsible for managing increased customer loads, Oracle Utilities Customer Care and Billing will support the utility as it looks to take advantage of growth opportunities in the Baltic market.
With Latvenergo’s call center staff able to easily access all the information they need, customers can also experience a decrease in response times to their inquiries. Additionally, customers can enjoy 24/7 access to information and services provided by Oracle Utilities Customer Self Service. The web-based solution enables Latvenergo to give its customers online options for paying bills, requesting services and managing their account details, meaning it can build stronger relationships with its customers. The solution is designed to accommodate all sources of data on Latvenergo’s network.
The utility will further enhance its competitive edge through the use of Oracle Utilities Business Intelligence, allowing it to better access, organize, and use its data to target customers with compelling service offerings.
Supporting Quotes
“Latvenergo’s selection of Oracle Utilities stands testament to the significant investment we have made in ensuring our utilities’ service stack is the best in the industry. As energy markets in the Baltics deregulate, the ability to offer competitive differentiation through top notch customer service becomes vital. Our Customer Care and Billing, and Business Intelligence Solutions, are built with the goal of enabling energy companies to do just that, both through effective targeting to grow their customer bases, as well as with complete implementation support in order to maintain them,” said Rodger Smith, senior vice president and general manager, Oracle.
“Oracle is a perfect fit for us as we look to grow our capabilities in the Baltics, as it has provided us with an integrated technology architecture that is ideal for our current requirements, and flexible enough to change in line with market conditions. Underpinned by an excellent working relationship, Oracle has provided us with tools that will help us build on our strong marketing position and provide the highest levels of customer service to our subscribers,” said Janis Avens, chief information officer, Latvenergo.