Saudi MoWE selects Oracle Utilities application

Customer Care and Billing solution to improve customer service

Tags: BillingCRMMinistry of Water and Electricity - Saudi ArabiaOracle CorporationSaudi Arabia
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Saudi MoWE selects Oracle Utilities application The Oracle application should improve billing, and overall customer handling, for MoWE customers.
By  Mark Sutton Published  January 23, 2012

Saudi Arabia's Ministry of Electricity and Water (MoWE) has completed the first stage in the roll out of Oracle's Utilities Customer Care and Billing application.

The application gives the utility, improved management of customers and customer service.

The new project replaced legacy billing systems with the Oracle solution, which provides a uniform view of customers, real-time information and tools, enabling access to historical customer interactions across all touch points. They can also create audit trails and monitor systems for all queries and transactions for greatly improved customer management.

The first stage of the project has been completed in the Al-Madina AlMonawara Directorate, with a second phase of roll outs set for Qassim and the Eastern Province Directorates. The first phase roll out was implemented by Oracle PartnerNetwork Gold level partner GTS Systems and contractor Arabic Computer Systems.

MoWE is also carrying out a deployment of Oracle E-Business Suite, including Oracle Financials, at the Ministry's head office in Riyadh.

 "Because of the rapidly changing water industry in Saudi Arabia, it was critical that our services evolved into something that our customers could rely upon now, and in the future. There is a requirement to serve the customer more efficiently. To this end, we migrated to an electronic billing system that was flexible, scalable and capable of handling information intelligently across our customer base. The new system from Oracle gives us a 360-degree view of our customer information from anywhere in the organization," Sami Abu Hilal, IT general manager, Ministry of Water and Electricity.

"The Saudi water industry has recently undergone significant changes challenging customer service and billing in a region where water is scarce. With the Oracle solution MoWE can deliver consistent and superior customer service, with immediate visibility into consumer water consumption for increased water conservation and lower costs," said Bastian Fischer, vice president, EMEA Utilities Industry Strategy, Oracle.

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