Needs Analysis

You can now launch an interview within the context of a billing account. The interview provides a series of questions you can ask your customer to help determine what they need. The Needs Analysis Dashboard leverages the Oracle Intelligent Advisor (OIA) system, which enables you to create and configure interviews and process flows related to your utility’s products, programs, or services.

OIA interviews you create can be displayed in the Needs Analysis Dashboard. These interviews can contain rules and predefined processes that enable you to provide customers with consistent service while automating decision-making. That means you spend less time looking through data and more time creating personalized service experiences with customers.

The Needs Analysis Dashboard comes enabled with an energy efficiency interview that helps you better understand your customer’s existing energy consumption. The interview provides recommended plans to help reduce your customer's electricity consumption and optimize costs. When you complete the energy efficiency interview, you can create a lead or opportunity if the customer has shown interest in moving forward, or you can create an appointment to follow up with the customer at a later date.

Needs Analysis interviews help you better understand the needs of your accounts, which can improve customer service. These interviews also help to identify possible sales opportunities, which can increase revenue and provide more value to your customers.

Steps to Enable

To enable this feature, complete these steps:

  1. Complete the steps to enable the OIA system.
  2. Complete the steps to enable and update the energy efficiency interview.
  3. Set the appropriate profile options for your implementation.

Tips And Considerations

This feature requires a license for the OIA system.

Key Resources

  • For more information about the Needs Analysis feature, see "Using Account 360" in the Oracle Utilities Key Account Manager Experience User Guide.