Oracle Energy and Water’s Customer Edge Summit is a one-of-a-kind event for utility professionals to share lessons learned, best practices, and insights on the future of energy and water. This year, Oracle Edge attendees were invited to explore end-to-end solutions — from planning and construction to operations, maintenance, back-office processes, and customer engagement – including InvoiceCloud’s Oracle supported, pre-built, real-time integration with systems including CC&B, C2M, and CCS.  

Our team was thrilled to participate in the invitation-only conference in Nashville, TN last week (and the Oracle Utilities User Group event which kicked off immediately afterward) to showcase how our partnership provides utilities with a proven solution designed to transform the payment experience. 

The InvoiceCloud team had an incredible time attending (and hosting!) sessions at both events and networking with countless Oracle team members and customers. Here were a few of the hot topics that were top of mind for utility organizations nationwide at Oracle Edge and OUUG 2025. 

Prioritizing the Customer Experience with True Omnichannel Payments 

Accessible digital experiences across all aspects of our lives, from ordering groceries to banking, have redefined what an effortless customer experience looks like. The question on attendees’ minds was, how can we bring this level of convenience utility payments? 

One of the most effective ways to achieve this is through the implementation of true omnichannel payments. This approach integrates various payment channels—mobile, online, Interactive Voice Response (IVR), Customer Service Representative (CSR) interactions, and text messaging—into a seamless experience for customers. True omnichannel payments ensure that customers can choose their preferred method of payment without encountering any disruptions or inconsistencies. Whether they start a transaction on their mobile device, continue it online, or complete it through a CSR interaction, the experience remains smooth and unified.  

Another key component to a seamless experience is the real-time integration with Customer Information Systems (CIS). This advanced integration removes common barriers that can frustrate customers, such as the need to manually enter account numbers and payment amounts. By automating these steps, customers can complete transactions more quickly and accurately, enhancing their overall satisfaction. 

Moreover, real-time CIS integration not only benefits customers but streamlines operations for utilities. It reduces the likelihood of errors, minimizes the time spent on resolving payment issues, and leads to higher efficiency and cost savings. This holistic approach to payments allows service providers to stay ahead of the curve, offering their customers the convenience and flexibility they demand in an interconnected world. 

Boosting Self-Service Adoption to Benefit Customers and Staff 

Utilities are increasingly turning to digital self-service options to enhance the customer experience and streamline operations. One notable example of success in this area is San Jose Water, which has made significant strides in boosting paperless enrollment and reducing operational costs. 

San Jose Water achieved an impressive 56% paperless enrollment rate within just nine months, resulting in substantial reduction in print and mail costs. The team’s implementation of guest checkout options has also allowed 42% of customers to make payments without the need to register an account. Despite the simplicity of guest checkout, it still supports features like AutoPay, making it a convenient option for customers who prefer a quicker payment process. 

To further enhance customer experience and ensure timely payments, San Jose Water introduced intelligent, automated payment reminders via email and text messages. These notifications are designed to prevent delinquencies, which has allowed San Jose Water to reduce late payments by 35% and decrease service shut-offs.  

Altogether, increased self-service adoption has given the staff at San Jose Water significant time back, which not only improves staff morale but allows employees to offer personalized customer care to those who need it. 

Reducing Operational Burdens for Utilities 

It’s undeniably challenging for utilities to manage operations while ensuring customer satisfaction. However, digital tools and strategies can help reduce operational burdens and enhance service delivery.  

One of the most impactful innovations is the implementation of smart pay-by-text systems. This technology eliminates the need for CSRs to manually take credit card information over the phone. By automating the payment process through text messages, utilities can improve compliance and security, reducing the risk of data breaches and human error. Customers benefit from a quick and convenient payment method, while utilities streamline their operations and reduce the workload on CSRs. 

Additionally, adopting a Software-as-a-Service (SaaS) model ensures that all customers benefit from the latest technological innovations without placing a heavy burden on the utility’s IT infrastructure. This model allows utilities to automatically update and improve their services, continuously providing customers with cutting-edge solutions. SaaS solutions also offer scalability, enabling utilities to easily adapt to changing customer needs and market conditions. 

At this year’s Oracle Edge Summit, San Jose Water spoke to how their team successfully implemented these operationally beneficial strategies and saw significant improvements as a result. One of the most notable achievements is the 44% increase in AutoPay enrollments, which led to a substantial reduction in call center volume and late payments. Customers who enroll in AutoPay enjoy the convenience, while San Jose Water benefits from a more predictable and steady flow of revenue. 

The Future of Utility Payments at Oracle Edge 

The 2025 Oracle Edge Summit offered an incredible peek into the future of utility payments. What was crystal clear was the emphasis on convenient, mobile-first, and automated payments as utilities’ secret weapon for meeting payers where they are while enhancing operational efficiency. 

Did we miss you at the Summit? There’s still time to connect! Learn more about how InvoiceCloud’s SaaS payment solutions have seamlessly integrated with Oracle systems to improve digital engagement for utilities just like yours.