Accenture contracts with SSE on customer service, workforce management

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SSE selected Accenture to help it with two significant projects to improve its customer service and workforce effectiveness.

SSE’s (formerly Scottish and Southern Energy) Retail Transformation Program focuses on improving the company’s retail business and meeting a government mandate to roll out more than nine million smart meters by 2019.

Under this program, Accenture won contracts to work with the energy company to implement an Oracle-based customer service management solution for its domestic customer project, and an Oracle-based workforce management solution for its metering transformation project.

On the customer service project, using Accenture Energy Consumer Services, Accenture will be implementing Oracle’s Siebel, OBIEE and Fusion applications, which are intended to help SSE’s sales and marketing team through targeted campaigns, more effective customer segmentation and more accurate measurement.

On the metering project, through Accenture Smart Grid Services, Accenture will help SSE equip its field force with an Oracle Mobile Workforce Management scheduling and mobility solution that will provide meter readers and meter operatives with access to real-time information, as well as the ability to electronically send meter data.

One of the primary benefits of implementing smart metering technology is the large increase in data volume relative to traditional metering. In response to SSE’s need to manage this data and convert it into actionable business intelligence, Accenture has already successfully rolled out a meter data management system (MDMS), which will provide the company with a solution for storing, validating, aggregating and processing large volumes of data to support billing, settlements and other reporting and reconciliation obligations.

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