Go-live is a milestone — not a finish line.
In today’s utility environment, one-time implementations are no longer enough. Customer expectations shift, business priorities evolve, and systems must continuously adapt. Modern CIS, metering, and mobile platforms are ongoing ecosystems that require sustained support to deliver long-term value.
For nearly 25 years, Red Clay has supported utilities running Oracle Utilities enterprise software. Our focus is operational reliability, accountability, and long-term performance. Through Elevate360 Support Services, we help utilities maintain mission-critical systems, strengthen internal teams, and support both front- and back-office operations — well beyond go-live.
Available through long-term engagements or on demand, Elevate360 is designed to flex with your needs. We invite you to discover the Elevate360 difference for yourself!
Full Suite of Services
BUSINESS SUPPORT SERVICES
Red Clay’s deep expertise in Oracle enterprise solutions for utilities, backed by more than 25 years of successful implementations, is the foundation of our Elevate360 Business Support Services. We’ve taken that experience further by incorporating real-world best practices from team members who have worked in utilities.
Functional expertise that understands your business. Our consultants know Oracle’s meter-to-cash and field service processes inside and out. They go beyond training, documenting business processes and procedures, supporting knowledge transfer and onboarding, identifying process improvements, and advising on the Oracle product roadmap.
Automation and pre-built integrations. Red Clay-developed modules deliver packaged solutions for hundreds of common business system integrations, replacing time-consuming manual operations. Cloud clients also benefit from automated system testing libraries for periodic upgrades.
Embedded operations support. Our managed services go far beyond application support. We place utility-seasoned experts directly into your customer operations, so your call center and back office don’t just survive challenges, they perform through them. We know the pressure your teams are under and where to focus to move the needle on the metrics that matter most.
Customer Operations (Front & Back Office)
When critical systems fail and disrupt normal business operations, we act as a trusted advisor to help you respond with speed, clarity, and confidence. Our incident response service quickly assesses customer impact, defines a clear resolution strategy, and coordinates across the call center, back office, IT, and client partners to stabilize operations.
Through proactive customer communications and call volume mitigation, we help protect the customer experience while restoring service. After resolution, we capture lessons learned to strengthen operational resilience and prevent future disruption.
Call Center Performance Optimization
Our Performance Optimization service uses data-driven insights to improve efficiency, service levels, and customer satisfaction on an ongoing basis. By analyzing key performance metrics, we identify opportunities for continuous improvement that drive measurable results.
The service also supports agent engagement, ensures compliance, and addresses root causes of performance issues, delivering sustainable improvements rather than short-term fixes.
Business Stabilization Services
Our Stabilization Services help utilities regain operational stability quickly following system upgrades or major transformations. We deliver targeted improvements, practical playbooks, and structured knowledge transfer to ensure teams are confident and prepared to operate effectively.
By protecting the customer experience and reducing post-implementation risk, we help accelerate the realization of transformation value and deliver lasting business outcomes.
TECHNICAL SUPPORT SERVICES
Maintaining application availability, infrastructure health, and operational stability across Oracle utility platforms requires more than reactive support. Elevate360 Technical Support Services are built around proactive monitoring, issue prevention, and automation, tailored to both on-premise and cloud environments.
Continuous monitoring and rapid response. We monitor applications and integrations around the clock to ensure system stability. When issues occur, break-fix support prioritizes rapid triage, SLA protection, and root cause analysis. Red Clay also manages and escalates Oracle service requests and third-party system issues, serving as a single point of coordination for platform-related defects.
System reliability and platform health. Ongoing patch management, vulnerability remediation, upgrade and capacity planning, performance tuning, and Information Lifecycle Management (ILM) strategies keep your environment protected, compliant, and running at its best.
Automation that reduces manual effort. Red Clay-developed robotic process automation (RPA) handles repetitive operational tasks, billing and usage exceptions, service activation and stop/start processes, To Do management, and user provisioning, so your team can focus on higher-value work.
DEVELOPMENT & REPORTING SERVICES
No two utilities operate the same way. Each functions within a distinct regulatory environment, serves a unique customer base, and often delivers services beyond core utility operations. Elevate360 Development & Reporting Services are structured as a flexible framework that adapts to these differences and scales as your business needs change.
Red Clay delivers experienced consultants and expert developers across the full Oracle Utilities suite to implement the functionality your business requires.
Regulatory and billing configurations. Rate and tariff updates to support regulatory changes, seasonal rules, conservation programs, and time-of-use (TOU) requirements, including net metering, TOU billing, and critical peak pricing.
System and integration enhancements. User interface improvements, business process modifications, and integration builds with customer portals, analytics platforms, work management, and outage management systems.
Custom reporting and analytics. Targeted reporting across Oracle Utilities platforms, including CCB/C2M/CCS, MDM, SGG, SOM, BI Publisher, OBIEE, and Oracle Analytics, to support operational decision-making and regulatory compliance.
Backed by RedClicks pre-built assets and TerraOne’s proven technical libraries, our development team delivers consistent, high-quality results with greater speed and confidence.
BATCH PROCESSING SUPPORT
Billing accuracy, data availability, and downstream analytics all depend on batch processing running reliably, every night, without exception. When batch processes perform well, operational teams begin each day with the information they need to serve customers effectively.
Elevate360 Batch Processing Support is designed to ensure consistent performance and system reliability across Oracle Utilities platforms. Jobs are monitored continuously to detect delays or failures early, reducing downstream impacts and minimizing operational disruption.
Red Clay works closely with internal teams and external data providers to manage batch schedules and dependencies. When issues arise, certified Oracle Utilities consultants provide rapid troubleshooting and resolution to keep processing on track, so your team can focus on daily operations with confidence.
TESTING SUPPORT
Moving to SaaS changes how utilities manage upgrades, for the better. Scheduled releases are faster to deploy and easier to maintain than traditional version upgrades. But simplicity doesn’t eliminate risk. Every release still needs to be thoroughly and intelligently tested.
Elevate360 Testing Support provides test strategy, management, and execution to ensure Oracle Utilities systems perform reliably across frequent releases, supporting stable operations as your platform continuously evolves.
A proven, actively maintained testing library. Red Clay’s established testing suite supports multiple core testing levels and types, designed to be intuitive and ready to use immediately. The library is continuously updated to reflect new requirements and evolving system functionality.
Broad automation expertise. Red Clay is a recognized leader in Oracle Utilities Testing Accelerator (OUTA), and not limited to it. Our test engineers bring experience across multiple automation frameworks, including the use of AI to build robust, intelligent test scenarios and deliver better visualization of results.
Confidence in every release. With Elevate360 Testing Support, utilities can be assured their solution is reliable and functioning as intended. As your environment evolves, we continue building testing integrity and quality while preserving operational reliability and performance.
ADDITIONAL SERVICES
Elevate360 is Red Clay’s comprehensive managed services offering for Oracle Utilities environments, purpose-built to keep mission-critical systems performing, protected, and current across your entire technology portfolio.
Cross-product expertise across the Oracle Utilities ecosystem. Red Clay supports utilities managing complex, multi-application environments spanning CCS, WACS, MDM, MWM, NMS, and beyond. One trusted partner can support your full technology footprint, no need to manage multiple vendors across your stack.
Proactive performance assessments. Our senior consultants evaluate existing Oracle Utilities environments against Red Clay’s proprietary benchmarking data, identifying performance risks before they reach production and delivering targeted recommendations to stabilize and optimize your systems.
End-to-end patch management. Red Clay provides comprehensive patch analysis and implementation covering security updates, OUAF vulnerability patches, one-off fixes, and roll-up releases, keeping your environment protected and compliant without disrupting operations. For broader risk management, Red Clay’s security solutions help utilities assess vulnerabilities and strengthen critical systems.
Upgrade support and staffing continuity. Red Clay supplements your existing team with additional resources during Oracle’s scheduled periodic upgrades — either to support the upgrade effort directly or to maintain service levels while your team focuses on managing the transition.
