To better serve its 460,000 customers, El Paso Electric (EPE) has upgraded its customer information system to Oracle Utilities Customer Cloud Service. By migrating to an integrated customer billing and meter data management cloud platform, the utility created a foundation for enhanced service offerings that will also support its smart meter rollout. EPE teamed up with Oracle Consulting Services as a major participant in the implementation.
"El Paso Electric's mission is to transform the energy landscape, and technology helps us drive efficiency, customer experience and security to capture opportunities in our evolving industry," said Cheryl Mele, VP of Customer Care and Communications, El Paso Electric. "EPE selected Oracle's SaaS technology to provide the flexible scale to support our smart meter rollout while realizing value from the massive data sets that come with a smart, connected network. With the Oracle Utilities Customer Cloud Service integrated solution, we expect to regularly leverage new functionality to drive our business and process optimization strategies. While a typical technology migration of this nature can require up to six months to return to pre-migration customer call handling times, we returned to near normal times in under one month with an intuitive tool and outstanding contact center representatives."
EPE is a regional energy provider engaged in generation, transmission, and distribution. It powers approximately 460,000 customers in a 10,000 square mile area of the Rio Grande Valley in West Texas and Southern New Mexico. The utility's smart meter project launches this month and is expected to fully replace all existing meters by 2025.