Skip to main content
Edit PageStyle GuideControl Panel
2800x974px-Version A

PRODUCT GUIDE: ESC Partners Customer Care 360 (CC360)

POLICIES & NOTES: ESC Partners-labeled product and solution information included here—and in future documentation—are the intellectual property (IP) of ESC Partners’ parent brand/legal name Enterprise Solutions Consulting, LLC.

Oracle-labeled product and solution information contained herein remains the intellectual property (IP) of Oracle; ESC Partners uses that information through direct contractual permission as part of the Oracle Partner Network (OPN). All trademarks and copyrights for each respective brand (ESC Partners or Oracle) carry through all documentation, and adherence to the legalities included are expected.

Any and all details within this documentation are accurate at the time of the latest date noted and generalized to protect customer/team security and data. It is subject to change; please contact an ESC representative (or reach out via our contact form) for more specific information as it applies to your situation.

PRODUCT GUIDE LAST UPDATED: 2.21.25



TL;DR ON CC360 | OUTCOMES & SUPPORT

CC360 can give your utility …

  • More time to focus on reliably while ESC handles the day-to-day customer services
  • Increased consistency in message & workflow
  • Faster responses to unusual events like storms & outages
  • Better, smarter, faster, information streams to customers
  • Better training & quality control that reduces errors & assists with compliance & regulatory requirements
  • Design, efficiency, & functionality that cannot be achieved with your current staffing

To finalize the outcomes listed above, CC360 utilizes …

  • A personalized team with just not general deep utility operations, distribution, & customer service insights but one with specific experience with MVU & your community
  • Collaborative experts with skills in rate analysis, program development, & implementation services to support adaptations, adjustments, economic development, & future proofing
  • Hard-won intelligence to guide you through complications & compliance situations, including CAISO system peak issues, account management elements, Oracle software support, customer care & nurturing

For more details on general outcomes and benefits, please see the CC360 datasheet here.


PROFESSIONAL TEAM ASSIGNMENTS | GENERAL INFO | QUALIFICATIONS/CREDENTIALS

A typical CC360 core team will include: an executive sponsor, a lead project manager, a customer service lead, account management support, an IT lead, a customer care senior account manager, and customer service representatives (as assigned).

A CC360 team may also include: a secondary project specialist (AMS), a local officer supervisor (depending on plan chosen), one or more customer service supervisors, a billing/customer service manager, a remittance manager, a rate accountant, and a billing manager. 

We have significant experience in electric utility operations, backed by more than 30 years of expertise through our ESC business operations staff. Our team has worked extensively in both the public & private utility sectors, providing hands-on experience in routine & emergency response, rate applications, customer service delivery, & rate case development. This includes a focus on sustainability initiatives, ensuring utilities can align operational goals with long-term environmental & community objectives. Our expertise extends to rate management & the development of innovative rate structures that meet regulatory requirements while optimizing financial performance & customer satisfaction.

Each and every CC360 project is led by our Senior Vice President of Customer Care as Service (North America), Ruby Irigoyen, who has an extensive history with utilities and customer service, including working for Southern California Edison for decades and setting up programs with Edison International/Edison Utility Alliances to pioneer just this source of customer care outsourcing; please see her leadership profile here for more details and direct contact information.


DEEP DIVE | PROCESSES & PROTOCOLS: We understand you need details to properly compare ESC’s unique offering. Our safe, secure processes and protocols (both digital and physical) include:

DIGITAL

  • Multiple forms of data redundancy (RAID, SAN, VPN data sync + off-site hard drive back up) + automated system alerts
  • A process summary report that details data files included within the job + a comparison process that bumps the report to the XML bill count ensures batch run numbers
  • A transfer practice where data files are PGP-encrypted, transfers are limited to absolute necessities, firewalls are employed, & all web traffic is HTTPS-secure
  • A storage practice that includes both encryptions at rest & compensating controls
  • A data segmentation practice that ensures no co-mingling
  • A secure VPN to ensure the primary data center is constantly syncing data to the recovery site + server virtualization tech (to be hardware agnostic)
  • A batch completion process with encrypted API query string for retrieval on demand
  • A web interface protocol with presentation within client application framework
  • Digital payments deposited daily into the designated bank account via cash letter deposit file
  • Verification that the upload file to customer accounts matches the deposit file to the bank account daily + perform bank reconciliation monthly
  • An audit trail for inserts available via our direct communication insert request site + a PDF version of physical inserts available to customers on portal
  • An archive of documents upon batch completion that can be built into a deliverable software package + can be viewed by customer via portal
  • A secure disposal practice with degaussing

PHYSICAL

  • 24/7 employee coverage & staff, management, support, & training for the operations of any local office included in the contract (if option chosen)
  • Full service, secure payment processing & lockbox services from the local office (if option chosen)
  • Multiple call center & support locations in different states designed to ensure risk mitigation & resilient disaster response
  • Redundant communication lines (wired & wireless) for seamless failover
  • Partner mailing facilities designated USPS detached mailing units (DMUs) with onsite USPS representatives & are secured, locked, & protected at all times + require security authorization to enter/exit (if mail services are chosen)
  • A scheduled confirmation report from the USPS on undeliverable addresses for feedback/list cleaning (if mail services are chosen)
  • An employee vetting process that verifies identities, checks for criminal histories, & requires drug testing
  • An employee procedure that ensures cross-training in critical roles to provide complete coverage of specialized work + process documentation for reference & to meet outside audit requirements (PCI-DSS Level 1, HIPAA)
  • An employee-driven spot check of bills & mailers to correct anomalies + use of a desktop check scanner to upload the daily scanned cash letter file & provide secure access to scanned images of checks & stubs (depending on contract stipulations)
  • A process summary report that details page count, bill info, print output, suppressions, inserts included, & USPS presort counts + estimated postage (if mail services are chosen)
  • An employee training process that annually reviews security policies & procedures, updates risks & risk management techniques, & outlines escalation practices
  • A secure disposal practice with shredding

DEEP DIVE | CC360 CALL CENTERS:We understand that customer loyalty and satisfaction are at the heart of every utility’s drive to expand and improve services. Our CC360 call centers service offers:

  • A fluid experience driven by best-in-class processes & technology that helps agents & customers alike with its scalability & agility
  • Integrated data to solve customer issues quickly—without a call center agent having to leave the comprehensive digital platform
  • Omni-channel options that allow your customers to choose how to connect with you (voice, email, chat, SMS, IVR, mail, or social media)—all managed by ESC & with extensive multi-language & translation options
  • A trained & tenured staff—with 14 years of experience on average—who are adept at handling customer issues efficiently & professionally
  • 24/7 emergency response options that include outbound calls, updates, field call outs, & ETRs as needed using the OMS provided (or OMS can be added to any CC360 package)
  • A contact call center that can scale up or down to meet your needs

DEEP DIVE | CC360 UTILITY BILLING: We understand that billing accuracy and insights drive customer trust with every utility. Our CC360 utility billing service offers:

  • A process that strives for data-driven exactness & involves accurate collection & curation, automation, validation + robust analytics
  • A proven comprehensive system that includes rate set up & maintenance in Oracle CCS, bill calculation & cross-check, omni-channel customer communications, program management, bill & insert presentment (with a portal option), e-bills, printing & mailing + archival
  • Options for time-of-use rates, NET energy billing, new successor rate(s), & economic development rates/applications

DEEP DIVE | CC360 PRINT BILL & MAIL SERVICES:We understand that it is often time-consuming for a utility to keep up with all the ways a customer wants to communicate, and we’re here to take over that important, if tedious, task. Our CC360 print bill & mail service offers:

  • Better bill presentment techniques aimed at significantly enhancing the clarity of bills, reducing customer frustration & call volume
  • A transitional review of your messaging to ensure the best customer experience
  • A system that builds bill clear layouts that includes rate set up & maintenance
  • Full-service utility billing document production, printing & mailing + archival services
  • A design that follows your branding to a T, right down to the feel & tone

FINAL NOTES: Your CC360 project may include services from our partner InvoiceCloud as well as the use of our customer portal, HOMETOWN HUB. For detailed software/SaaS information on Oracle Cloud Customer Service (CCS) that is the typical foundation for CC360, please click through to Oracle's website here


Related Content

Corner curve shape.

Need a little help?

Sorting through options, price structures, benefits, & features can be difficult. While we are, of course, a business, we're also a whole bunch of people who've been in this industry a long time with a lot of institutional knowledge to share. If you're struggling to weigh software, products, & services on the customer operations side of your utility strategy, we are here to listen & to give you an assist. Please reach out.