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.
Our new research finds that digital succeeds best when it connects key functional areas to deliver exceptional customer experiences.LEARN MORE
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.
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.
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.
increase in completed self-service transactions
reduction of calls due to increased self-service transactions
increase in online customer registration year over year
increase in online self-service transactions
increase in visits from mobile and tablet users over the last three years
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.