A Texas-based public utility company that generates, transmits, and distributes electricity in west Texas and southern New Mexico embarked on a transition to improve the stability and efficiency of its Oracle Customer Cloud Service (CCS) solution. Utility energy sources include nuclear fuel, natural gas, purchased power, solar, and wind turbines. The company owns six electrical generating facilities with a net dependable generating capability of approximately 2,010 megawatts and serves approximately 437,000 residential, commercial, industrial, public authority, and wholesale customers.The CCS ecosystem at this utility includes Oracle Utilities Analytics Visualization (OUAV), Oracle Service Order Management (SOM), Oracle Device Management (ODM), Oracle Cloud Infrastructure (OCI), and Oracle Integration Cloud (OIC). To ensure seamless support and optimization of these applications, they engaged TMG to take over CCS production support from an incumbent managed services provider that had been in place since the initial Oracle Customer Care & Billing (CC&B) implementation in 2011.
TMG inherited multiple operational challenges and anticipated a difficult transition requiring meticulous planning, deep expertise, and strong collaboration with the utility and Oracle.
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