The GoLogica Oracle Customer Care & Billing (CC&B) Training will give participants an overall impression of the effective capabilities of Oracle CC&B in revenue management and billing, as well as customer support operations. Upon completion of the course, service professionals will have the ability to better customer service streamline utility management for telecommunication, utility companies, and other service providers, and navigate the complexity of billing procedures.
Oracle CC&B is a strong, integrated solution for customer management and billing. From simple customer interactions to processing billing and payment, it has the capability. Our training course will enable you to master the core functionality of Oracle CC&B to help you master the tools, improve operational efficiencies, and better the overall customer experience.
Key Learning Objectives:
Upon completion of the GoLogica Oracle Customer Care & Billing Training, you will:
Understand the Oracle CC&B Architecture:
Gain a deep understanding of the key components and architecture of Oracle CC&B.
Learn how the application is structured to support utility and service-based industries.
Customer Information Management (CIM):
Learn how to manage customer information efficiently.
Understand the creation, maintenance, and management of customer records.
Explore the process of managing customer accounts, addresses, contacts, and services.
Billing & Rate Management:
Master the billing cycles and processes in Oracle CC&B.
Understand rate design, rate classes, and rate plans.
Learn how to set up and manage rate schedules, calculate bills, and create charge types.
Payment Processing & Collections:
Understand the various payment methods, payment plans, and adjustments.
Learn how to manage collections and delinquency management processes.
Familiarize yourself with payment gateways and reconciliation processes.
Service Order Management:
Explore the service order process from initiation to completion.
Learn about service requests, service disruptions, installations, and disconnections.
Customer Service & Support:
Develop skills in using Oracle CC&B for handling customer inquiries, complaints, and service issues.
Learn how to manage customer interactions and resolve issues efficiently through Oracle CC&B.
Reporting & Analytics:
Understand the key reporting tools and dashboards within Oracle CC&B.
Learn how to generate, analyze, and interpret reports for billing, collections, customer service, and operational performance.
Configuration & Customization:
Learn how to configure and customize Oracle CC&B to suit business needs.
Understand how to modify workflows, business rules, and templates to adapt to specific organizational requirements.
Troubleshooting & Best Practices:
Gain hands-on experience in troubleshooting common issues within Oracle CC&B.
Learn best practices for maintaining and optimizing system performance.
Course Content Breakdown:
Module 1: Introduction to Oracle Customer Care & Billing
Overview of Oracle CC&B functionality
Key features and capabilities
Oracle CC&B system architecture
Setup and configuration basics
Module 2: Customer Information Management (CIM)
Customer and account creation
Managing addresses and contacts
Service agreements and customer hierarchies
Tracking customer interactions and history
Module 3:
Billing & Rate Management
Setting up rate structures
Creating and managing rate plans
Billing cycles and invoicing
Adjustments, discounts, and charge types
Module 4:Â
Payment Processing & Collections
Payment types and channels
Processing payments and managing payment plans
Delinquency and collections workflow
Bad debt and write-offs
Module 5: Service Order Management
Types of service orders
Service request workflows
Managing installations, service interruptions, and disconnections
Module 6:Â
Customer Service & Support
Handling customer inquiries
Resolving disputes and complaints
Service-level agreements (SLAs) and escalations
Interaction history tracking
Module 7:Â
Reporting & Analytics
Oracle CC&B reporting tools
Pre-configured reports and custom reporting
Dashboards and key performance indicators (KPIs)
Data analysis and decision-making support
Module 8:Â
Advanced Configuration & Customization
Business rules and workflows
User roles and permissions
System integrations and data imports/exports
Custom templates and extensions
Module 9:Â
Troubleshooting & Best Practices
Identifying and resolving common issues
Performance optimization tips
Best practices for maintaining system health
Error handling and logging
Target Audience:
Utility Managers: Professionals responsible for managing utility customer care and billing operations.
Oracle CC&B Administrators: Individuals responsible for configuring, managing, and troubleshooting Oracle CC&B environments.
Business Analysts: Analysts looking to optimize customer care and billing operations.
IT Professionals: System administrators and developers involved in the implementation and maintenance of Oracle CC&B.
Customer Service Representatives: Frontline employees who will interact with customers using the Oracle CC&B system.
Training Delivery Methods:
Instructor-Led Online Sessions: Live, interactive sessions with expert instructors.
Self-Paced Learning: Access to recorded lectures, case studies, and assessments.
Hands-On Labs: Real-time practice with Oracle CC&B tools and simulations.
Group Discussions & Q&A: Collaborative learning environment for deeper insights and sharing of knowledge.
Expert Trainers: Learn from industry experts with years of practical experience.
Comprehensive Curriculum: Complete, structured training that covers every aspect of Oracle CC&B.
Practical Knowledge: Focus on hands-on experience and real-world scenarios to ensure you can apply your skills immediately.
Post-Training Support: Access to ongoing support for a smoother transition into using Oracle CC&B in your professional role.
Take your skills to the next level with GoLogica Oracle Customer Care & Billing Training. It empowers teams to deliver a great customer service experience, streamlines billing operations and reduces operational inefficiencies through Oracle’s powerful suite of tools.
