Consulting Services

Customer Operations & Customer Information Systems (CIS)

Sure Power Customer Operations Consultants provide roughly 70,000 hours of CIS consulting services annually.

'

Sure Power has a proven track record of providing Customer Operations / Customer Information Systems subject matter expertise and project leadership for programs across the Power, Utility, and Oil & Gas industries. From small customer markets to the largest customer bases in North America, Sure Power continues to provide implementation, stabilization, assessment and on-going support for Oracle CC&B, SAP CR&B, and non-technology specific customer initiatives. We work directly with the innovative and visionary Customer Operations Leaders who understand that the complexity and visibility of CIS initiatives require the right people at the right time, and in the right role, to be successful. From small engagements of one to four consultants, or large engagements requiring the assignment of as many as fifty consultants, Sure Power is uniquely experienced and deliberately configured to support Customer Operations initiatives exclusively within the Power, Utility, and Oil & Gas industry. Our long-standing dedication to these industries is well-recognized, and our expansive network of industry-specific consulting resources enables our team to consistently respond to our client's needs with unparalleled speed and accuracy. Call us today to discuss how we can support your Customer Information System initiative.

  • Oracle CC&B

    Oracle CC&B

    Improve Customer Service and the Bottom Line

    Oracle's Customer Care & Billing suite of applications help you serve residential, commercial, and industrial customers with solutions that manage customer and financial data, enabling you to improve customer service, maximize revenue, and respond to change.  Whether you're partnered with a large System Integrator and wish to augment your team with the focus of Sure Power's industry-specific expertise, or you want to partner exclusively with Sure Power's Customer Operations team, Sure Power can assist you with your Oracle CC&B objectives through assessment, implementation, post go-live stabilization, and on-going support services.


    CC&B Overview

    • Market-leading utility billing and customer care applications
    • Comprehensive editions for residential, commercial, and industrial customers
    • Optional modules address additional business requirements
    • Open architecture, flexible design, and standard technologies
    • Developed and improved consistently for more than 10 years

    CC&B Benefits

    • Configure easily to meet unique needs, minimizing customizations
    • Upgrade quickly, lowering risk and total cost of ownership
    • Scale from a few thousand to many millions of customers
    • Enable call center staff to deliver superior customer service
    • Support prebuilt integrations in the Oracle Utilities suite
    ×
  • SAP CR&B

    SAP CR&B

    SAP’s customer solution integrates sales with billing, ensuring proper invoicing and enhanced customer satisfaction. Sure Power consultants have implemented and integrated SAP’s solution to allow for better management of receivables, payments, collections, and other financial customer service processes, allowing clients to maximize process automation and deliver consistent system performance and scalability.


    Bill to Cash

    Sales and Customer Service for Residential Customers

    Sales and Customer Service for Commercial and Industrial Customers

    Multichannel Marketing

    ×
  • Assessment Services

    Assessment Services

    Sure Power Consulting has been a trusted partner to many Power, Utility, and Oil & Gas clients in their efforts to assess the People, Process, and Technologies that comprise their Customer Operations environment.

    Sure Power's Assessment Services empower Customer Operations leaders to address their immediate needs while also developing a roadmap for the future.  Your assessment scope may be broad and strategic in nature and include the evaluation and selection of a new CIS or the enterprise-wide review of your current CIS footprint.  Or perhaps the scope of your assessment needs are more narrow, addressing for example only bill exceptions, unbilled revenue, and your estimation process.  Independent of the scope of your needs, Sure Power's Customer Operations Consultants possess the experience and expertise necessary to lead impactful assessments that support informed and executable strategies for optimizing Customer Operations.


    CIS Evaluation & Selection

    Vendor / System Integrator Evaluation & Selection

    Organizational Design & Capability Assessment

    Current State CIS - Application & Technology Footprint

    CIS Upgrade Readiness Assessment

    Customer Operations Processes Assessment

    Customer Operations Metrics & Reporting Assessments

     

     

    ×
  • Operational Readiness

    Operational Readiness

    Major component of any implementation is “Operational Readiness”

    Getting business in a ready state eases the transition to “Go-Live”

    Reducing backlog in all areas of meter to cash minimizes potential issues post “Go-Live”

    Developing “implementation KPI’s” helps to define “Go-Live” success and measure efforts

     

    ×
  • Stabilization

    Stabilization

    Qualified and capable:  Sure Power's Customer Operation Consultants have provided over 54,000 total hours of CIS stabilization services in the prior 12 months (May 2014-2015).

    A new Customer Information System (CIS) implementation requires a system stabilization period following conversion. Obstacles utilities face during post implementation include spikes in billing exceptions and overall disruption in the “Meter-to-Cash” continuum which could lead to an adverse effect on business operations and customer relations. In addition to system stabilization, getting the business back to “steady-state” also requires a “business stabilization” effort: reducing bill exception backlog, analyzing bill exception inflow, aligning the business processes with the functionality of the new system and ensuring the utility can manage their operations effectively and efficiently.

    Click here for an overview of Sure Power's stabilization methodology.

    ×
  • On-Going Support

    On-Going Support

    Process re-engineering

    Organizational changes

    Work-down plans

     

    ×

Consulting