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About Managing Integrated Customers

The Customer Data Management process integration between Siebel Energy and Oracle Utilities Customer Care and Billing enables the synchronization of customer information to support the Order-to-Bill process. Siebel Energy is the customer master. Customer records are created in Siebel Energy and sent to Oracle Utilities Customer Care and Billing through the integration. For customers that have already been created in Oracle Utilities Customer Care and Billing, customer information updates in Siebel Energy are likewise synchronized to Oracle Utilities Customer Care and Billing. However, customer information updates in Oracle Utilities Customer Care and Billing are not synchronized back to Siebel Energy. Utility companies must maintain primary customer information in Siebel Energy, thus enabling order capture in Siebel Energy.

The initial synchronization of customer information from Siebel Energy to Oracle Utilities Customer Care and Billing occurs only during the order management integration flow. This design prevents synchronization of prospect data from Siebel Energy to Oracle Utilities Customer Care and Billing.

The integration flows that manage this process function as follows:

• Create/Synchronize Customer Integration Flow. A customer record is initially created in Siebel Energy as part of a sales cycle. A sales representative captures customer account information including name, address, contact, billing profile, and statement profile. The customer information is initially synchronized from Siebel Energy to Oracle Utilities Customer Care and Billing during order processing, and not before. This synchronization is initiated through the billing account defined on the order line item.
• Update Customer Integration Flow. When the customer service representative updates customer information (that is, account, address, contact, statement profile or billing profile) in Siebel Energy, these changes are communicated to Oracle Utilities Customer Care and Billing in real-time through the customer management process integration. However, this update customer process occurs only for customers that have already been synchronized from Siebel Energy to Oracle Utilities Customer Care and Billing.