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A Customer Escalations Solution “ Striving for Customer Excellence in a Water Utility"


A Customer Escalations Solution “Striving for Customer Excellence in a Water Utility"

Part of the Community Webinar Showcase brought to you by the OUG Ireland Committee

12:00 - 13:00 BST | Tuesday 22 September

Delivering an exceptional customer experience is one of Northern Ireland Water's strategic priorities in its vision to be world class. The company's strong focus on customer care has given rise to the pre-emptive and automated escalation of customer issues directly to the right staff, at the right time.

A solution, based around Oracle Spatial database objects, PL/SQL and Oracle Application Express (APEX) provides the platform for customer success. An escalation is automatically activated when a customer call exceeds the threshold in the repeat call or call type parameters set by the Customer Service Centre. A trigger and PL/SQL sends a HTML formatted notification email instantly, day or night, to the relevant water or wastewater Customer Field Manager, experienced in resolving difficult customer issues. A link in the email brings the Customer Field Manager to an APEX application, listing the escalation records, created using variables during the transaction along with a map iframe to display the customer location.

Details of follow-on work are logged in the application by the Customer Field Managers, which is visible to relevant operational staff. Progression to closure of an escalation when an issue is resolved results in a second automated HTML formatted email being sent to Customer Service staff.

About the Community Webinar Showcase

This series of webinars is brought to you by the OUG Ireland committee following the postponement of OUG Ireland 2020. They have selected sessions from the agenda from each topic area to ensure you are still getting access to valuable content.

These webinars are designed for Oracle users and professionals around the world to attend and are not limited to the Irish community. No matter where you are, you can register your place today. 

Next in the series >> Test your SQL & PL/SQL - Not your Patience



Both members and non-members can attend this event. 



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Michelle Cassidy, NI Water

Having worked in the field of GIS in Northern Ireland Water for over 15 years, Michelle is experienced in Oracle Spatial, APEX and GIS applications, for developing solutions to business problems. Michelle works in collaboration with colleagues across the company's water and wastewater production lines to gather requirements, test and develop a solution that works for end users, from field staff to management level.