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The Digital Agenda
ACCELERATE THE MOVE TO UTILITIES PLATFORMS—AND PROVIDE A SUPERIOR CUSTOMER EXPERIENCE
Increasing competition, more digitally aware consumers and the rise in renewable energy are making the case for new utilities platforms.
Utilities have a major opportunity to cater to the customer—and to provide more digital solutions.
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 and support. But today, consumers want both lower prices and better, more customized services.
To succeed, utilities are embracing disruptive transformation and are increasingly committed to investing in new utilities platforms. Focused on regulatory requirements like de-carbonization and addressing the need to provide seamless customer experiences, these platforms help utilities add capabilities, expand their portfolios and launch new business models.
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
SERVICES
Cognizant provides complete utilities platforms with automation and artificial intelligence, helping utilities 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 intelligent process automation, digital meter-to-cash services and more.
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CUSTOMER EXPERIENCE MANAGEMENT
MOVE ON FROM LEGACY SYSTEMS
The customer experience landscape is changing, and utility customers are no different when it comes to their expectations. New utilities platforms from Cognizant can help you ramp up faster and become more agile in the digital age.
Transform and modernize your customer experience and journey using Cognizant’s Digital Customer Service integrated solution.
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DIGITAL AFTER MARKET SERVICES
TRANSFORM THE AFTERMARKET
With recent advancements in data and connectivity, aftermarket services are creating exciting new business opportunities for utilities. Cognizant's expertise in areas such 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 platforms transforms aftermarket services in areas such as request management, field services, spare parts order management, warranty, reverse logistics and asset monitoring.
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DIGITAL CUSTOMER SERVICE
REDEFINE YOUR CUSTOMER EXPERIENCE
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.
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DIGITAL FINANCE AND ACCOUNTING
GENERATE NEW BUSINESS VALUE
Our Digital Finance and Accounting suite provides utilities with a digital playbook for future integrations. It helps optimize existing investments and integrates key processes, expertise, systems and analytics. From streamlining your transactional workflows to making financial intelligence available on demand, we digitally transform finance and accounting into a value generator for your organization.
We help in cost reduction and optimization by restructuring and remodeling core industry services. This includes procure to pay, order to cash, record to report accounting and financial planning and analysis.
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DIGITAL METER-TO-CASH SERVICES
DRIVE SUPERIOR CUSTOMER EXPERIENCES
Cognizant provides services that span the meter-to-cash lifecycle of the utilities industry. Our utilities platforms help eliminate billing errors, reduce unbilled revenue and improve customer service.
Transform your operating models through core industry services like acquisition and loss service, billing and payment, customer service and debt management.
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DIGITAL ORDER MANAGEMENT
ALIGN YOUR ORGANIZATION
With increased competitive pressure and growing customer demand in the utilities sector, 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.
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INTELLIGENT PROCESS AUTOMATION
WHY IPA? GREATER ROI.
With the right strategy, tools and know-how, intelligent process automation can utilities accelerate performance and enable real value and ROI. Cognizant’s IPA solutions make your processes smarter. We help elevate workforce productivity by automating not only mundane tasks, but also end-to-end business operations.
Leverage Cognizant’s domain and technology capabilities to drive aggressive automation.
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TARGETED SOLUTIONS
Smart packaged solutions to help utilities transform for the digital age.
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COGNIZANT UTILITYONE ENGAGE™
ANTIME, ANYWHERE INTERACTIONS
Cognizant UtilityOne Engage™ helps utilities engage and delight today’s customers through web, mobile and voice assisted channels. It uses digital technologies such as response systems, virtual assistants and machine learning to build loyalty while reducing costs. Transform your customer experience with our innovative, lightweight mobility app featuring account management, bill details, alerts and notifications, and more.
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COGNIZANT UTILITYONE INSIGHTS™
A DIGITAL CRM SOLUTION
Cognizant UtilityOne Insights™ is an integrated customer management solution that delivers a holistic, omnichannel experience to our utility customers. From customer service and workforce optimization to billing, payment and debt collection, this utility platform helps you create a scalable system landscape that easily integrates with legacy applications, increases customer satisfaction and more.
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