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Case Study

Oracle Customer Care and Billing Implementation

At Arizona Public Service, our consultants were the prime leads who managed the entire OCM and Training work-streams. They managed a multi-vendor team and ensured adoption and sustainability of the new Oracle CC&B system. The team implemented Gamification techniques to have a better learning experience for the call center associates. Training was built out and deployed by using e-Learning, Instructor Led Training, Quick Reference Guides and Job-Aids.

Results:

The APS Oracle CC&B project won the CIS of the year award at CS Week. One of the highlights was our use of the Business Readiness Adoption Framework to implement process change to tertiary stakeholder groups.