Customer Overview
Problem Statement / Scope of Work
The customer faced compounding operational challenges driven by outdated, siloed systems that limited its ability to manage consumer billing, collections, and field operations at scale.
Key challenges and scope
- Consumer data fragmented across multiple legacy systems with no single source of truth
- Legacy infrastructure running on aging hardware — high CAPEX burden and low resilience
- Manual meter-reading processes prone to error, causing billing disputes and revenue leakage
- No mobile enablement for meter readers or consumer self-service
- 30+ third-party integrations needed with payment gateways and government portals
- Aggressive go-live mandate: implementation required within 3 months of contract award
Approach & solution
Build & Deployment
- Oracle CC&B-based Revenue Management System implemented covering full MBC lifecycle for 2M+ consumers
- Data migration from multiple disparate legacy systems into a single, unified Oracle platform
- 30+ third-party integrations with payment gateways, e-Suvidha, and new connection portals
- Online Billing System with consolidated billing and real-time revenue tracking
Infrastructure Transformation
- Migrated from legacy on-premise infrastructure to cloud — shifting from CAPEX to OPEX model
- 24x7 cloud services, DBA, Network & Security Administration, and MIS support post go-live
Mobile Enablement
- Mobile Billing Application deployed for 950+ meter readers and field staff
- Consumer self-billing app extended to end users, reducing manual billing effort
Post Go-Live Support
- 24-month application support services with 12x7 helpdesk for end users
- 125+ HQ team members and 25+ helpdesk/MIS executives dedicated to the customer
Business Outcomes
Full go-live achieved in under 90 days from contract award, setting a record for the fastest Oracle Revenue Management System implementation at this scale, without compromise on scope, data integrity, or system stability.
2M+ consumers successfully migrated from multiple fragmented legacy systems onto a modern, unified Oracle platform, ensuring continuity of billing and customer service operations throughout the transition.
Infrastructure model successfully shifted from a high CAPEX burden into a flexible, manageable OPEX model, delivering significant long-term cost savings.
Delivered 30+ third-party integrations with payment gateways, government portals, and new connections, enabling seamless interoperability across billing, metering, and field operations.
Additional outcomes delivered
- Minimal consumer complaints related to billing and payment adjustments post go-live
- Improved SLA adherence to industry benchmarks; enhanced billing quality across all districts
- CAPEX savings achieved by decommissioning aging on-premise legacy infrastructure
- Extended digital service delivery to field staff and consumers via mobile applications
- Selected as RMS System Integrator against best-of-breed global competitors