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COGNIZANT CONSULTING
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COGNIZANT CONSULTING
Helping organizations engage people and uncover insight from data to shape the products, services and experiences they offer
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The Customer Sets the Agenda
ACCELERATE THE SHIFT TO DIGITAL TO MEET CHANGING CUSTOMER EXPECTATIONS
Policies encouraging open markets and investment in renewable energy resources offer new choices for customers.
Utilities have a major opportunity to cater to the customer.
Customer experience has emerged as one of the major factors for consumers in choosing service providers. Historically, utilities haven’t been on the forefront of customer service, but now price considerations alone are not sufficient and consumers are asking for better experience and customized services.
To succeed, utilities are embracing disruptive transformation and are committed to investing in innovative technologies. Focusing on regulatory requirements like de-carbonization and addressing the necessities of a seamless customer experience, they are adding new capabilities and expanding their portfolios.
Beyond Silos: Fusing Digital Across the Enterprise
Our new research finds that digital succeeds best when it connects key functional areas to deliver exceptional customer experiences.
LEARN MOREUTILITIES
Digital Transformation—A Move Toward Customer Centricity
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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 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
LATEST THINKING
Blockchain networks promise to improve process efficiencies,...
To stay relevant in a quickly digitizing consumer world,...
By building proactive outage communication through...
With a structured approach, enterprises can ensure that the...
As companies increasingly rely on digital, they must also...
SERVICES AND SOLUTIONS
Cognizant assists utilities with automation and artificial intelligence, helping them drive toward a digital-first strategy. Through our NextGen Contact Center blueprint, we also offer specialized services in customer experience management. This helps utilities transform their operating models through digital meter-to-cash services.
- Intelligent Process Automation: Leveraging Cognizant’s domain and technology capabilities to drive aggressive automation. Learn more
- Customer Experience Management: Transform and modernize your customer experience and journey using Cognizant’s Digital Customer Service integrated solution.
- Digital Meter-to-Cash Services: Transform operating models through core industry services like acquisition and loss service, billing and payment, customer service and debt management.
- Cognizant UtilityOne Engage™: An innovative, lightweight mobility app featuring account management, bill details, alerts and notifications, and more. Learn more
- Cognizant UtilityOne Insights™: An integrated customer management solution that delivers a holistic, omnichannel experience to our utility customers. Learn more.
- Digital Customer Service: Cognizant helps solve the complex challenges that fragmented contact center value chains cause by creating and managing next-generation customer service for your organization. With our expertise, tools and experience, we’ll help you understand your customers’ needs and deliver highly personalized services to meet them. From analytics that decode customer attitudes in real time to robotic process automation and AI that make self-service effortless, you will optimize your customer experience with cost effective approach that also opens new revenue-generating opportunities. Learn more.
- Digital Finance and Accounting: Cognizant can help in cost reduction and optimization by restructuring and remodeling core industry services such as procure to pay, order to cash, record to report accounting and financial planning and analysis. Learn more.
- Digital Order Management: With increased competitive pressure and growing customer demand, fulfilling orders across multiple customer engagement channels has become complex. Cognizant’s Digital Order Management helps manage the complexity by delivering customer-centered designs and processes in a cost-effective way. By coordinating global product and service fulfillment across the extended enterprise, supply chain efficiencies and business responsiveness are notably improved. Leverage our digital innovations in platforms, analytics and intelligent automation to transform your order management process into a revenue-producing powerhouse.
- Digital After Market Services: With recent advancements in data and connectivity, aftermarket services are creating exciting new business opportunities for utilities. Cognizant's expertise in such areas as analytics and business metrics can help generate new operating models and turn cost centers into profit centers. Combining digital technologies with the right people, process and strategy transforms aftermarket services in such areas as request management, field services, spare parts order management, warranty, reverse logistics and asset monitoring.
