Avista Utilities — which provides energy services and electricity to 362,000 customers and natural gas to 323,000 customers in Washington, Idaho and Oregon — successfully made the transition by implementing Oracle Utilities Customer Care and Billing.
Avista's launch of Oracle Utilities Customer Care and Billing, allowed customer service representatives to maintain grade-of-service targets as well as sustain their overall customer satisfaction rating during the 2015 go live. Avista's representatives feel confident navigating within the Oracle Utilities system to find consumer account information and answer questions.
Avista achieved this goal by using a blended program of web-based courses, classroom training, self-directed system practice, and planned activities. It also provided more than 27,000 hours of Oracle Utilities Customer Care and Billing training to more than 300 employees in customer service and other departments.