Quality customer service is quickly becoming a key differentiator for top utility organizations. For this reason, having the ability to access accurate customer information and solve customer issues quickly is critical. Because of this factor, there is a greater need for Geographic Information Systems and Customer Information Systems to share data.
The Customer Information System (CIS) is often a Utilities’ system of record for customer and billing information. The data stored in the CIS includes customer name, billing address, service premise address, type of service provided (electric, gas, water, etc.), and consumption information for billing taken from meter readings. Another use for the CIS is that it generates service requests based on customer inquiries.
The Geographic Information System (GIS) is often the system of record for location information about the Utilities’ infrastructure assets. That information could include service premise, meters, and services. In addition, GIS can manage the location of work orders and service request generated from external systems like CIS.
The integration of GIS and CIS is critical for a utility to manage enterprise data shared by each system. Because of this need, GeoNexus recently enhanced our GeoWorx Sync platform with a productized connector supporting Oracle Utilities Customer Care & Billing (CC&B). The following are the top 3 workflows that this solution will help customers solve.
Provide Up to Date Customer Information to Field Crews
It is important to remember that giving field crews access to current customer information is critical to their work. As a result, crews will save time, be more proactive, and effectively respond to customer issues. Providing access to critical customer information from a mobile GIS application reduces time spent calling the customer service department for information on meters and customers.
Optimize Meter Reading Routes
By synchronizing data between GIS and CIS, this allows you to view updated meter information on your map. Having this data in GIS enables you to optimize meter reading routes. Having these routes optimized increases productivity of meter reading staff.
Improve Customer Service
Integrating CIS and GIS enables the service staff to view existing requests and create new ones using a GIS map. Since the customer service staff can view existing service requests, they are less likely to generate a new request for the same issue resulting in duplicates. This issue occurs when multiple customers call in about the same problem such as an electrical outage or main break incident.
There are various needs for integrating CIS and GIS, but at the end of the day it’s all about data integrity and providing access to data when and where you need it most. Having a productized solution like GeoWorx Sync in place will ensure that you have a reliable, robust way to share this information across the enterprise.
About GeoNexus Technologies
At GeoNexus Technologies our mission is to ensure integrity and reliability of enterprise data to support effective decision making. We provide GeoWorx®, an enterprise-grade integration platform that is easy to use, reliable, and includes out-of-the-box connectors for Esri ArcGIS, IBM Maximo, SAP, ABB Ellipse, Oracle Utilities, and other leading enterprise systems. GeoWorx is used by asset-intensive organizations across the globe in industries including utilities, telecommunications, pipeline, transportation, and government.
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