Accenture and Oracle Unveil Integrated Technology and Services Platform for Utilities to Help Clients Enhance Customer Experience
Accenture and Oracle unveiled an integrated technology and services platform for Utilities. The Accenture Customer Experience as-a-Service Utilities Platform helps utility companies achieve more meaningful interactions with customers and employees by incorporating the latest Oracle technology and learning applications, while dramatically lowering project implementation risk and reducing software integration costs. The announcement was made today at Oracle OpenWorld in San Francisco.
“Our agile approach enables faster return on investment while collecting valuable feedback on the solution at an early stage from employees and customers”
The platform combines Oracle Utilities, Oracle Customer Experience Cloud and Oracle Analytics Cloud offerings, pre-configured with Accenture’s utilities solution which also includes automation, business accelerators and intelligent tools.
Applying an agile delivery method to seamlessly rollout new technology deployments and upgrades in small batches, the platform can cut software integration costs by up to 30 percent. It features gamification-based training materials available on mobile devices, helping to reduce training times by up to 50 percent while increasing job satisfaction and attracting new employees by demonstrating the utility’s commitment to continuous learning and improvement.
“Our agile approach enables faster return on investment while collecting valuable feedback on the solution at an early stage from employees and customers,” said Jack Azagury, senior managing director for Accenture’s North American Resources operating group, which serves the chemicals, oil and gas, natural resources and utilities industries. “The speed, agility and change management elements of this platform make it unique. In a matter of months, the utility can deploy a solution that completely redefines how they engage with their customers. The platform’s capabilities, combined with the adoption of agile methods, allows utilities to more rapidly anticipate and respond to their customers’ needs.”
The platform includes deployment options for hybrid models of on-premises and cloud-based applications and full software as-a-Service (SaaS) capabilities. Additionally, Accenture offers managed services options such as Upgrade as-a-Service, allowing greater focus on innovation and business growth — rather than software maintenance — and Analytics as-a-Service, which uses data-driven insights to measure the impact of applied technologies on the customer experience.
Rodger Smith, SVP and general manager of Oracle Utilities, added: “Utilities are faced with a dual focus, striking a balance between maintaining reliability and security while simultaneously creating the agility necessary for innovation. Together with Accenture, we’re providing utilities with the tools needed to meet these demands and capitalize on new market opportunities, such as the creation of new revenue-generating products and services that ultimately better serve their customers.”
The Accenture Customer Experience as-a-Service Utilities Platform has already shown results in real-world scenarios, mitigating the new system impacts on existing businesses and speeding implementation schedule by up to one year. Analytics and actionable insights from the platform have demonstrably improved customer experience. For example, customers can save money through new Oracle Utilities Opower energy efficiency programs and recommendations based on insights derived from the platform, ultimately driving greater consumer loyalty and engagement.
The Accenture and Oracle alliance spans more than 25 years. Accenture has been one of Oracle’s leading systems integration partners globally 12 years in a row, with more than 54,000 Oracle-skilled consultants around the world who help accelerate digital transformation by implementing Oracle-based business solutions and new business processes that develop and evolve as their digital business grows. Accenture is a Global Cloud Elite and Platinum level member of Oracle PartnerNetwork and is also certified as an Oracle Cloud Excellence Implementer.