A website and mobile app are critical tools for utility customers, providing them with access to important information about their energy, water, or other utility services. As more people turn to the web and various devices for information about their services, utilities need to offer innovative, user-friendly, informative, and functional digital experiences. In this blog post, we will discuss the top website and mobile app features and functionalities that are important for utility consumers.

1. Billing and Payments

One of the most important features for consumers is the ability to view and pay their bills online. A utility website and mobile app should provide easy access to billing information, including past bills, due dates, and payment history. Customers should be able to view and pay their bills without calling the utility or visiting a physical location.

2. Energy Usage

Many utilities now offer customers access to their energy usage information online. This information can help customers understand their energy usage patterns through graphs, charts, and data comparisons and help them make informed decisions about conserving energy.

3. Outages

When power outages occur, customers want to know what is happening and when service will be restored. Customers should also be able to report outages, and utilities should provide customers real-time information about outages, including updates on the cause and estimated restoration times.

4. Service Requests

Customers should be able to request service, report problems, and ask questions. A website or mobile app should have a section for service requests, which includes an easy-to-use form for submitting requests and the ability to chat live with a representative via chat, text, and phone. Customers should receive prompt responses to their requests and be able to track the status of them.

5. Energy Efficiency

Many utilities promote energy efficiency and encourage customers to reduce their energy usage. A utility website and mobile app should provide customers with information and resources to help them reduce their energy usage, including tips and interactive guides.

6. Customer Self-Service

Customers want to be able to manage their accounts and access information quickly and easily. A utility should provide customers with a self-service portal where they can update their information, change their service, and access other important account information.

7. Mobile Compatibility

As more people use their smartphones and mobile devices to access the web, utility websites must be mobile-friendly in case customers do not have mobile apps.

In summary, utilities should provide customers with a range of features and functionality that make it easy for them to manage their accounts and access important information about their services digitally. From billing and payment information to energy efficiency tips and customer self-service, utilities can improve the customer experience and build stronger customer relationships by understanding the overall customer journey and investing in the right technologies.

Did You Know?

Our industry strategists and technology experts help utility companies lead the transition toward a sustainable, reliable, and affordable energy future through innovative technologies and efficient operations. Contact us to learn how we can help support your mission-critical initiatives.

Retailers are constantly seeking new ways to meet the ever-growing demands of their customers. In today’s digital age, customers expect a seamless and convenient shopping experience, whether they purchase online or in the store. With this in mind, it is crucial for retailers to consider the benefits of investing in technology that allows customers to access their order information online regardless of the purchase channel. It is no longer acceptable to make an in-store purchase and not be able to retrieve order information digitally. In this blog, we will explore the advantages of order management technology for both retailers and customers.

Convenience: Allowing customers to access their order information online provides them with a convenient way to manage their purchases. This eliminates the need to physically store receipts or wait for delivery to access the information. Most consumers believe that access to order information is essential for a seamless shopping experience.

Improved Customer Experience: Providing customers with easy access to their order information online enhances their shopping experience and helps build trust in the retailer. This is particularly important for customers who frequently shop in-store and online, as they expect to be able to access their information seamlessly. Companies that provide a seamless omnichannel experience have a significantly higher customer retention rate than those that don’t.

Increased Customer Loyalty and Sales: Retailers can increase customer loyalty by making it easier for customers to manage their purchases. Customers will appreciate the convenience of accessing their information from anywhere and at any time, encouraging them to continue shopping with the retailer. Research has shown that customers are likelier to make repeat purchases from retailers who offer access to order information online.

Better Data Management: By having access to order information online, retailers can improve their data management and analysis capabilities. Studies have shown that retailers who invest in technology that allows customers to access order information online are able to better track customer behavior and preferences and, therefore, make informed business decisions and improve their marketing strategies.

Improved Customer Service: Retailers can use the technology to provide better customer service by quickly resolving customer inquiries and issues. Customers can access their order information online, which will help reduce the time spent on the phone with customer service representatives. Companies that provide access to order information online have a significant reduction in customer service inquiries.

Technology that allows customers who frequent brick-and-mortar retailers to retrieve order information online is a valuable investment for retailers. By offering customers the convenience and accessibility they expect, retailers can improve the customer experience, increase customer loyalty, and drive sales. Investing in this technology can also help retailers improve their data management, customer service, and marketing strategies, resulting in more efficiency and profitability.

I was super excited when I first heard that Perficient’s Jim Hertzfeld and Kim Williams-Czopek were interviewing Mark Cuban, the owner of the Dallas Mavericks, Shark Tank host and investor, and entrepreneur, on their What If So What? podcast.

Not entirely surprising, but Cuban said more people probably know him as the “Shark Tank guy” than as the Mavs owner…and indeed, even fewer people know about his earlier days when he started MicroSolutions (sold to CompuServe) and Broadcast.com (sold to Yahoo).

Cuban has always been one of those guys I loved listening to, reading about, and watching. He keeps it real and, more often than not, always makes the complicated…well, uncomplicated.

And that’s exactly what Cuban did when Jim and Kim asked how the Mavs go about collecting and understanding fan expectations. Cuban admitted that they don’t do enough of it, but they are focused on creating more value chains to help the Mavs organization collect more customer information and expand their database.

Cuban dove into non-functional tokens (NFTs) and broke them down so well that any of my kids would be able to understand them. He shared how the Mavs use NFTs to create more fan value. It’s one of my favorite parts of the episode.

Rather than trying to regurgitate Cuban’s definition of NFTs and their benefits, I’ll let you listen to the master of breaking things down himself. The NFT conversation starts at the 7:06 mark. Jim said it’s one of the best practical applications of NFTs he’s heard, and I agree. When someone asks you to explain NFTs, send them this podcast episode.

And I would be remiss not to ask you to listen to the trio discuss (16:55 mark) AI and the Mark Cuban Foundation’s AI Bootcamps, which Perficient helps host. Do it for the kids!

Related links

Mavscollectibles.com

Training the Next Generation of AI Leaders: Perficient Announces Collaboration with the Mark Cuban Foundation to Host AI Bootcamp

Perficient and the Mark Cuban Foundation to Host AI Bootcamp

Our Life Sciences and Data Solutions practices built a new platform to help analyze clinical trials

The rigorous process for developing new drugs and therapies is rigorous, and only one out of every 10 medicines makes it through to the regulatory submission and approval.

Non-compartmental analysis (NCA) is an essential activity within the drug development process. The results of these analyses help pharmaceutical companies better understand the impact drugs can have on the human body and influences critical decisions in the drug manufacturing process.

To advance the efficiency of non-clinical and clinical studies, life sciences companies need robust, modern, and adaptable analysis tools with common standardized elements that meet stringent industry regulations.

Pfizer, a long-time Perficient partner and one of the world’s largest pharmaceutical companies, sought our help to build an NCA application that would improve the efficiency and safe development of new medicines.

Our Life Sciences and Data Solutions practices worked alongside Pfizer’s team to design and develop the open source application, called openNCA, which replaced its home-grown clinical pharmacology system. We also provided data migration tools and services.

“Our teams worked tirelessly to make sure the solution helps meet all of the company’s business requirements and goals,” said Ben Hartner, General Manager, Data Solutions. “We can proudly stand behind this work, knowing that it could help our partner be more efficient throughout research and development.”

The new platform conducts both non-compartmental analysis and pharmacokinetic/pharmacodynamic (PK/PD) analysis. This information matters for understanding the absorption, distribution, metabolism, and excretion of a drug.

“With this solution, Pfizer can continue to strengthen its current discipline while enabling research teams to collaborate more easily and ultimately improve the processes for bringing new medicines to the market,” said Mike Grossman, General Manager, Life Sciences. “It’s an honor and privilege to work with a company that believes “Science Will Win.”

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To learn more about Perficient’s life sciences experience and our custom application development capabilities, please reach your to your dedicated client executive or send us a note.

“It takes time for loans to go bad and the full extent of problems to surface, so I’d predict this is likely to be a 2023 issue.”

That’s what Michael Jamesson, a principal at the bank consulting firm Jamesson Associates, told American Banker when asked about the long-term impact Covid-19 economic relief might have on the financial services industry.

Consumers, and in general, the overall economy, have benefited tremendously ever since the government began sending aid to segments of the population. Special loan accommodations from credit providers have also helped reduce the burden on people during the pandemic.

In addition to propping up consumer spending, the support from the government enabled consumers to pay down some of their loans and bills. Several bank executives noted that consumers also held more in their savings accounts as they did not spend large percentages of their stimulus checks.

Between the calls for a fourth federal stimulus check, state-specific aid, and an increasing number of vaccinated people, no one knows how credit issuers will fare over the next few years. We do know, however, that companies can put strategic best practices (and some new ones) into place right now to prevent delinquencies, whether it’s two months from now or two years from now.

On October 14th, Perficient’s Byron Gifford, a collections expert, and Scott Albahary, Financial Services Chief Strategist at Perficient, will host a webinar, “Optimization Strategies to Improve Collections.”

They’ll discuss what steps banks, credit unions, captive finance, and other credit providers can take to transform their collections activities. Not only will organizations boost their payment rates, but they will also increase customer loyalty.

A number of executives from respectable organizations have already signed up, and we look forward to having you join as well!

Over the last three blog posts, we discussed the importance of data democratization in financial services. Today, we want to share a few final words.

To maximize the value of data resources, they must be discoverable by those who require the information. Once a needed data source is identified, it is best to have an automated approach to request requisite entitlements and a framework to access the information through various means—all while adhering to the firm’s data policy and security constructs. The use of AI-enabled search, combined with a capable abstraction/connection layer, provides an effective, efficient solution to achieving data democratization.

The increase in the amount of data, along with the need for employees to access it, should encourage organizations to make the proper investments. It can help streamline operational efficiencies and even identify new business opportunities.

If you are interested in learning more about this topic, consider downloading our new guide The Search for Data Democratization in Financial Services.

If you have any questions about data democratization, our Handshake solution, or would like to discuss the topic directly with us, feel free to reach out to us.

In our last blog post, we shared a proven approach to architecting a metadata search solution. Today, we’ll share a few high-level details about a solution that Perficient built, which can allow all types of financial services companies to jump-start their data democratization programs.

Perficient has developed a highly capable abstraction layer called Handshake, which connects a firm’s data governance metadata repositories with a broad range of enterprise search tools.

With Handshake, metadata and documents are quickly and efficiently indexed through connectors that extract information from a firm’s data governance source systems. Handshake manages the scheduling for source traversals and transforms the information into an optimized, search-compliant format, allowing the information to be efficiently ingested into the enterprise search engine or platform. Handshake has existing connectors for many enterprise search applications, and where needed, new connectors can be constructed in short order.

In our next post, we will wrap up this series with a few final words.

In the meantime, if you are interested in learning more about this topic, consider downloading our new guide The Search for Data Democratization in Financial Services.

Perficient is excited to announce that Fintech Generations 2021, a global fintech thought leadership event that takes place June 7-11, will feature Scott Albahary, chief strategist, financial services.

In the session “Differentiating Your Brand for the Digital Era,” Scott will discuss how financial services companies can leverage digital technologies in new and innovative ways to create new value for consumers and businesses. The presentation will occur on June 10 at 4:00 p.m. ET.

While Fintech Generations was historically an in-person conference in Charlotte, North Carolina, this year’s event, similar to 2020, will be virtual and is expected to attract more than 1,000 attendees.

Fintech Generations is produced by Queen City Fintech (QCFintech), a premier global fintech accelerator program, and is part of the RevTech Labs operating companies. RevTech Labs alumni have raised over $2 billion in venture capital and have had more than $230 million in company exits.

Since its inception in 2015, the Fintech Generations conference has drawn national and international fintech leaders and speakers. This year’s weeklong conference will include keynotes, panel discussions, and interactive roundtables with many industry heavy hitters, including:

Scott Case, CIO, Truist

Beth Johnson, Chief Experience Officer, Citizens

Hans Zandhuis, Head of Ally Lending, Ally

Jamie Warder, EVP & Head of Digital Banking, KeyBank

Bridgit Chayt, SVP Director Commercial Payments & Treasury Management, Fifth Third Bank

Maia Bittner, Voice of the Member, Chime

Kim Snipes, CIO Consumer and Digital, KeyBank

Mike DeAngelis, Director, Corporate Development, Fidelity

Taylor Barden, Vice President, Financial Advisor, Morgan Stanley

Blair Halliday, Head of UK, Gemini

Clint Marlow, Director, Allstate

To register for the event, click here. If you are one of Perficient’s clients, please reach out to your contact and ask for a coupon code that will provide you with free admission.

What’s the right amount of time a customer should wait to hear back from a financial services institution? Most people would agree that 5-7 business days is unacceptable. I recently came across the message below from a nationwide mortgage lender and servicer and was shocked to see this response:

Customer service isn’t new in financial services. In fact, massive customer service teams have played an essential role for decades. What’s changed are customer expectations. They’re significantly higher because of advancing technology and experiences consumers encounter with brands outside the industry.

These two reasons alone have created the need for instant gratification. Zendesk says 65% of customers expect service to be faster than it was five years ago. And when consumers don’t get this experience, they tend to produce negative feelings about the brands that can’t deliver.

COVID-19 has increasingly exacerbated customers’ expectations for quick response times, not to mention successful resolutions. Consumers point to “long wait times” and “no response at all” as the crux of the matter, according to research from Twilio. The impact is so significant that inadequate customer service and, therefore, bad customer experiences often push consumers to new brands.

How Financial Service Institutions Can Bridge the Gap

In banking and insurance, albeit not as significant in the airline and healthcare industries, there’s a big gap between customer expectations and the customer experience. It doesn’t have to be that way.

An incredible number of solutions exist—think AI-powered chatbots and self-service tools—that any company can stand up quickly. If small, local stores can embrace technology and offer wonderful digital experiences, so can the big FSIs.

Don’t get me wrong. Implementing a customer engagement platform that can humanize the experience (either through voice, text, chat, video, or email) can be complicated. For large financial services institutions, you have to cater to a large customer base and promote a broad portfolio of products and services. Still, there’s no reason in this day and age that companies can’t respond to customer requests quickly and on their terms.

Scott Albahary, who is Perficient’s Financial Services Chief Strategist, recently spoke with Arvind Murali, Perficient’s Data Chief Strategist, about the current state of affairs in financial services. Scott also knows a little something about the customer service space, having led CRM and call center solutions for Arthur Andersen in the late 1990s. For his perspective—from Covid-19’s impact to personalization to cybersecurity—listen to our newest podcast, and let us know what you think.

I recently interviewed Gary Johnson, a delivery director at Perficient who has worked with various automotive brands. In our conversation, Gary shared how the automotive industry is faring during the pandemic. He gives a big nod to electric vehicles (EVs).

Eugene Sefanov: First and foremost, I would be remiss not to ask how the automotive industry is doing during COVID-19.

Gary Johnson: The industry as a whole isn’t doing as well as it would in a typical year. There’s no question about it. That said, we are in a better spot today than when the pandemic started. When the virus began to spread, everyone was terrified. People were afraid to go into stores. They were afraid to touch anything. I remember seeing shoppers wearing gloves and masks as they entered establishments. No one knew what to make of it.

At the same time, dealers were closing their doors temporarily to help reduce the spread. They had to change the way they operate with new social distancing guidelines. Virtual and by-appointment-only showings, at-home deliveries, virtual chats, texting, and lots of interaction by phone was what they shifted to immediately. Factories also paused manufacturing, which contributed to the industry’s overall supply chain distribution. Fast forward to today, we are in a better spot. The supply chain is steady. Sales are up from what they were initially, but they still tend to dip as infections spike.

What kind of long-term implications could COVID-19 have on the industry?

Well, the supply chain can undoubtedly be affected again. But, we’ve learned how to deal with related issues a little better. I think the more significant impact COVID-19 could have in the long run revolves around consumer behavior. It’s a little too early to know for sure, but there are some early signs of what could come.

People are more comfortable than ever transacting digitally. From retail to consumer goods, online and mobile sales are up significantly. Consumers were essentially forced to realize they don’t need to go into a store to buy something or get the in-person service they relied on for so long. They also found that the customer experience is often just as good, if not better. This shift has caused customers’ expectations to increase, and companies to adjust to what many believe will be the new norm.

One area of the automotive industry that could benefit from COVID-19’s impact is electric vehicles (EVs). Think about this for a second. Many people don’t want to go to the gas station to fill up because they’re afraid of the virus. Every time they need to touch that pump handle (most types of handles, really), the virus comes to mind. So, what’s that alternative to pumping gas? Electric vehicles. While not everyone can, it’s safer and more convenient to plug into your garage’s outlet.

What’s also really interesting is the typical EV buyer. It’s frequently someone who is an early adopter of technology and likes everything at their fingertips, including a big screen in the car that helps seal the deal for many. As more people get exposed to and entrenched in digital and have positive, personalized experiences outside the auto industry, the chance of considering an EV is only going to increase.

The fact that EV buyers are typically digitally savvy, not to mention the behavioral changes that are happening right now due to COVID-19, could also mean that buyers might be more inclined to purchase a car via a website or an app. Automotive customers should consider stepping up their digital and ecommerce game. Shopping carts, chatbots, live chat, text, and email. Personalized communications. Video. Mobile apps. The entire car-buying journey can be digital and contactless. Don’t get me wrong, there’s still a place for dealerships and in-person browsing and shopping. But, pre-COVID 19, we were already headed in a direction that focuses on the digital consumer. The virus just catalyzed the trend. There’s no question about it.

I hear that EV vehicles make consumers anxious? What’s that about, and how do you combat it?

You’re right. There is a fear among consumers when it comes to EVs. A common reason people avoid EVs is that they believe the battery will run out of juice while driving. It’s a fair point, but I think there is crucial information that they are missing, which can help alleviate their concerns. For example, most batteries can run for 300-400 miles, a far cry from the 100 miles just a few years ago. Before the pandemic, the average person commuted 35-40 miles every day. It’s much less during the pandemic.

Now, if they travel more, they’ll have to plan accordingly, just like they would if they were driving a traditional car. It’s certainly more challenging to plan because it’s harder to find a charging station. It’s an industry challenge, but it is getting better. The industry is building out the infrastructure to support widespread EV usage.

We actually helped a major automotive company build its EV nationwide charging network. These were neat projects that focused on its website, mobile app, and charging station interfaces. It’s exciting to see the positive impact we’re having on the industry and environment.

While charging stations are popping up and research and development continues, we still have a few years to go before “range anxiety” isn’t an issue. For now, companies can limit this fear with education.

You mention education. What are some ways automotive companies can better educate consumers?

The omnichannel (online-offline) approach is essential, but digital has the opportunity to make the most significant impact. Auto manufacturers need to address the pain points head-on. They need to let consumers know what they can expect when it comes to batteries, driving ranges, charging, and warranties. That reminds me. People think you need to replace EV batteries after a short period of time, which isn’t true. They are made to last for many years and at least 100,000 miles.

OEMs should explain why EVs cost more (initially). Do consumers know that batteries are a significant portion of an EV’s sales price (up to 40% in some cases), and the more charge a battery can hold, the more expensive it is? What about the cost-savings that come with EVs, like not having to fill up or get oil changes? What about the tax incentives and credits? Studies show that when you stack up the best-selling EVs against the best selling ICE vehicles, EVs have a lower total cost of ownership.

There are also some other things that should be communicated to consumers. The government has regulations for greenhouse gas emissions, and companies have carbon-neutral goals. For example, some states, such as California and Massachusetts, plan to ban the sale of new gas-powered cars by the year 2035. These are serious motivators for companies to ramp up their production of EVs. At the same time, buyers of EVs are equally environmentally conscious. It’s imperative to showcase the environmental benefits of EVs to consumers.

While EV margins aren’t as high as traditional cars, we know companies are trying to close the gap. What are some of the monetization opportunities companies pursuing?

Cars are built with incredible technology that offers manufacturers a lot of customer intelligence data. They can leverage that data to up-sell, cross-sell, and share that data with external parties. User-based insurance is one way to monetize a car’s data. The car can let the insurance companies know how much, how fast, when, and where you drive. With this information, insurance companies can build personalized policies. And, don’t forget about advertising. This type of data is an advertiser’s dream.

We’re also going to see an increase in subscription, rental, and pay-per-use programs—from cars to battery chargers and charging stations to intelligent mobility services—in the next few years because everyone sees the promise of reoccurring revenue and profitability that comes with it.

Partnerships and collaborations with all types of companies, including software, retail, and other companies in the automotive sector, will also help manufacturers remain profitable as the demand for EVs increase.

“Having a Balance With a Bank Doesn’t Make You a Customer.”

Our financial services team recently spoke with the great Jim Marous, the co-publisher of The Financial Brand and the publisher of the Digital Banking Report. We were prepping for our webinar, “Digital Strategy Lessons Financial Institutions Can Learn From Top Brands in Other Industries,” which we’re co-hosting with him on December 8th.

Something he mentioned during the call stuck with me. “Having a balance with a bank doesn’t make you a customer.” Sure, by definition, a bank recognizes you as a customer. But are you an ideal customer?

How many customers hold accounts at banks and rarely transact with them outside of regular deposits and withdrawals? Take me as an example. I have savings and checking accounts with two institutions. One happens to be a national bank that I’ve been with for as long as I can remember. The other is a credit union that I signed up with because they offered a particular lending product. Today, I use both of these firms exclusively for deposits and withdrawals—nothing else.

I also use two digital payment platforms to send money because they’re so darn simple, and frankly, the experience is better than those offered by traditional banks. And, I use several other companies to support my other financial needs. In total, I’ve jotted down 14 different financial services firms that have my business. That’s incredible!

Missed Opportunities for Financial Services Institutions

I, like loads of other customers, are a missed opportunity for banks and other financial institutions. While some companies offer unique products and experiences that are tough to avoid, most organizations have a massive cross-sell/up-sell opportunity. Imagine if I was loyal enough to give a more significant portion of my business to one firm. It would be great for all parties involved. The fewer companies I have to deal with, the better!

Dabbling With End-to-End

The good news is that banks and other financial services firms are trying to develop and implement capabilities that meet customers’ expectations. For example, most people want to:

• Receive relevant and personalized products, services, offers, and financial advice
• Connect with customer support via their preferable communications channels (e.g., chatbots, live chat, text, phone, email)
• Open accounts digitally without the need to sign papers in person
• Find accurate and helpful information listed on websites and in apps
• Manage email and app notifications and alerts

But most fail.

While these capabilities exist, you’d be hard-pressed to find a company that incorporates all of them, let alone successfully.

Don’t Wreck Your Customer Relationships

There are so many ingredients that make up a reliable customer experience program. We know it’s impossible to make it work without the right strategies and technologies, and many different solutions are required to get it right.

A big part of getting it right and creating a loyal customer requires collecting and analyzing many data points. From data governance to data management to data intelligence and analytics, you need a highly sophisticated program to provide a fantastic end-to-end customer experience. It’s not for the faint of heart.

Financial services institutions have an incredible chance to avoid wrecking their relationships. If they can get a good handle on their data, fantastic things can happen. As Scott Albahary, Perficient’s chief strategist, said in a recent podcast, banks need to shift from a transactional mindset to a relationship-driven one. A universal banker, he said, knows everything about you. They can recommend products and services to satisfy your needs. They make you a more loyal customer. This level of personalization is what customers want.

Baby Steps Are OK

So, if we know what customers want, why are most companies challenged with creating loyal customers or even acquiring new ones? Is it cost? A lack of technology? Not enough resources to implement an end-to-end program? All of the above? Whatever the obstacle may be, know there are small steps you can take today to enhance your digital capabilities and the customer experience.

Join Us Next Week

As I mentioned before, Perficient will be co-hosting a webinar with The Financial Brand on December 8^th. We will discuss a few outside-the-industry case studies that can give financial services firms ideas for focusing on the customer and propelling growth. Please register today!

If you are interested in learning more about Perficient’s financial services capabilities or would like to contact us, click here.

Many questions and concerns have been floating around the Oracle Health Sciences customer community about Argus Safety’s future on-premises releases. That’s great news for customers who are running the system in-house and might want to upgrade.

As a partner with deep expertise in Argus, as well as PV/safety services that include application support, cloud hosting, implementations, patching, upgrades, migrations, system configuration, and process reengineering that helps address regulatory and business requirement changes (phew!), we’re happy to see Oracle’s transparency in a note that Bruce Palsulich, Vice President, Safety Product Strategy, sent out to the company’s Safety Consortium members:

“Presently a significant majority of our customers utilize Argus on-premise, with increasing numbers moving to the Oracle cloud every year. As long there is a significant installed base on-premise, we will continue to provide on-premise feature releases. As the next step in that delivery, we expect to provide a new release in 2021 that will extend Premier Support (meaning new patches/releases) for another five years.”

Not surprisingly, Oracle also plugged in the benefits of moving to the Oracle Argus Cloud infrastructure.

Whether you decide to continue using Argus Safety on-premises or are interested in moving to the cloud, keep us in mind for all of your safety and PV needs!

And before you read the communication from Oracle, in its entirety, below, I want to invite you to a webinar that we are hosting next week. Oracle will provide a demo of Clinical One and share the product roadmap. Feel free to register here.

Dear Oracle Safety Consortium Member,

We have heard some concerning feedback lately regarding inaccurate information presented by organizations outside of Oracle regarding the future of on-premise releases of Argus Safety.

Contrary to these reports, we have no plans to eliminate or de-support the on-premise version of Argus in the foreseeable future. What do we envision as the “foreseeable future”? Presently a significant majority of our customers utilize Argus on-premise, with increasing numbers moving to the Oracle cloud every year. As long there is a significant installed base on-premise, we will continue to provide on-premise feature releases. As the next step in that delivery, we expect to provide a new release in 2021 that will extend Premier Support (meaning new patches/releases) for another five years.

There are many advantages of moving to the Oracle Argus cloud from eliminating infrastructure procurement, provisioning, patching, securing, operating, monitoring, dictionary loading, version upgrading etc., but we realize that you will make that decision if and when appropriate for your organization. That being said, as we are developing more and more advanced capabilities enabled by AI and machine learning, we are shooting for the moon. If we can deliver more advanced capabilities by leveraging Oracle Cloud High Capacity Compute and GPU Compute than can be supported on generic on-premise compute environments, then we will very likely have more enhanced capabilities being released on cloud and “light” features being released on-premise. In line with this approach, our Safety One Intake product, which leverages machine learning to process unstructured and structured AE intake source content, is a cloud service, but it seamlessly integrates with both Argus on-premise and Argus Cloud.

We proudly have the PV industry’s largest and most capable partner network supporting the Oracle Safety offerings. We encourage partners to facilitate conversations on how to best achieve your PV business objectives leveraging the current Oracle Safety portfolio of products.

With our rapidly evolving innovation efforts, your best source of information on the future of Oracle Safety products is Oracle, either via the Oracle Safety Consortium or in direct meetings. We look forward to continued engagement and welcome your feedback as we transform Pharmacovigilance together over the coming years.

Sincerely,
Bruce Palsulich
Vice President, Safety Product Strategy