Case Study: Orange County Utilities achieves 75% fewer abandoned calls and accelerated billing with Oracle Utilities Customer Care and Billing (Oracle)

Orange County Utilities Improves Service with Comprehensive, Scalable Customer Information Reduces Abandoned Calls by 75%

Orange County Utilities, based in Orlando and serving more than 210,000 water, wastewater, reclaimed-water and solid-waste customers, needed a unified customer information system to streamline billing, strengthen information security, and add online self-service to improve responsiveness and efficiency.

By deploying Oracle Utilities Customer Care and Billing (with PwC support) in a 14‑month implementation, the utility gained a 360° view of customers and integrated IVR/self‑service functionality. Results included a 75% drop in abandoned calls, 10.5% faster average call handling, 68% faster answer speed, automated billing that saved 72 hours per month for hauler accounts, 43% faster night-batch billing, a 28% reduction in customer query volume, 41% fewer reports produced and dramatically faster reporting — all while providing a scalable platform to support a projected doubling of the customer base without adding staff.

Orange County Utilities

Rosemary Whitacre

Program Development Manager