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Utilities

Digital Transformation—A Move Toward Customer Centricity

The Challenge

One of the largest electric utilities in the United States sought to create a digital customer engagement platform. The utility wanted to provide its customers with a personalized and best-in-class experience by leveraging modern digital tools, multichannel solutions and data analytics. It engaged Cognizant's digital expertise in utilities to build, implement and maintain various customer-centric initiatives, and to leverage digital technology to improve its internal operations.

Our Approach

Cognizant’s Business Consulting unit conducted gap analyses to determine the utility’s digital maturity and capability, and then developed a solution based on a global delivery model. The solution included rolling out an interactive website that provides self-service to customers while supporting multichannel development, rollout of native mobile apps for both iOS and Android platforms, which provides customers with access to account information anytime, and implementation of a digital communications platform, which delivers critical customer information electronically.

Digital Customer Engagement Platform Ushers in Customer Centricity

Cognizant’s enterprise application solution drove significant hard and soft business results to the utility’s bottom line by reducing billing queries, improving process conversions, increasing user adoption of the improved online and mobile programs, reducing the contact-center support for queries and expanding self-service capability, to name a few.

30%

increase in completed self-service transactions

12%

reduction of calls due to increased self-service transactions

105%

increase in online customer registration year over year

10%

increase in online self-service transactions

350%

increase in visits from mobile and tablet users over the last three years

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