Customer Care the main focus for this Utility

Cubic Consulting is currently providing services to a major Victorian utility to create the entire Learning Package for the Customer Care & Billing system set to go-live in September 2008. The solution to be implemented is Oracle's CC&B utilities system and impacts across the end-to-end business process from customer connect to receipt of payment.

The Cubic team have worked closely with the Customer Service and Field Services departments to ensure the revised business processes achieve the intended benefits for customers. Following a comprehensive Training Needs Analysis the agreed approach includes a blend of online and traditional learning mechanisms. The Oracle Tutor product is being utilised to build a suite of business process documents, detailed system navigation instructions, student workbooks and other reference materials.r a pilot audience of 20,000 end-users.