Cognizant Business Consulting
Helping organizations engage people and uncover insight from data to shape the products, services and experiences they offer
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  • Working to reshape business models, modernize products and enhance customer experiences to drive growth.
  • Reinventing and managing your most essential business processes with new ways of working.
  • Simplifying, modernizing and securing the IT infrastructure and applications that are the backbone of your business.
Cognizant Business Consulting
Helping organizations engage people and uncover insight from data to shape the products, services and experiences they offer
Learn More

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Driving process and technology innovation across the utility value chain.

As one of the utility industry's leading IT consulting and service providers, we have expertise across the entire value chain. This includes retail, customer service, field service, energy management, smart grid, asset management, network operations and energy trading and risk management.

With our solutions experience and focus on new technologies such as the cloud, big data analytics and mobility, we can transform your business. Rely on us for help across multiple business areas, including compliance, customer experience and operational performance.

CAPABILITIES

Customer Experience Management

In a socially connected world, delivering a rewarding customer experience is as important as delivering core services. For leading utility companies, providing innovation in mobility, social media, smart metering and analytics are driving change in ways that are meaningful to their customers.

By leveraging our capabilities in these areas, we help utilities transition from a “customer service” mindset to one of “customer experience.” We do so through customer empowerment, operational excellence and improved customer relationships. Our areas of expertise include:

  • Customer segmentation
  • Analytics
  • Customer self-service
  • Multi-channel customer service
  • Integrated customer communication
  • Social media monitoring and analysis

Customer Information and Billing

Changing customer expectations, competition, market reforms and regulations require customer information and billing operations that are robust. Cognizant helps utilities improve billing cycle time, reduce exceptions and improve accuracy. We also help achieve greater flexibility by providing customers with new self-service options and support the smooth rollout of smart metering and new products and services. Our areas of expertise include:

  • Customer account management
  • Billing and invoicing
  • Credit and payment
  • Service order management
  • Products and services

Energy Management

Rising energy prices, a constrained grid and climate change have elevated the need for energy management. At the same time advances in technology are driving innovation in energy management offerings. Through Cognizant’s early experiences in all of these areas, plus our ongoing involvement in smart grid and customer management, we can help you conceptualize and deliver successful energy management services. We have expertise in:

  • Energy efficiency and demand response
  • Renewable energy programs
  • Consumer energy management
  • Analytics for program Improvement

Smart Grid

The smart grid is truly a game changer, with the potential to reduce costs and improve operations in retail, customer service, outage management, asset management and network operations. We are an IT solutions partner capable of helping utilities deliver the smart grid business case by enabling smart grid deployments that transform business processes and leverage real-time insight and control. Our expertise includes:

  • Smart metering implementation and integration
  • Smart meter asset and operations management
  • Analytics for customer operations
  • Analytics for reliability and network operations

Customer Relationship Management

Undeniably, effective CRM operations are a critical foundation to a utility company’s customer acquisition and retention goals. But building a solid CRM foundation is no easy task. Organizations must not only identify the best CRM technologies for their business, but also must guide effective change management strategies to bring their people and processes in line with their customer relationship management goals.

Cognizant's CRM practice team has extensive experience implementing CRM solutions across markets, countries and industries. We focus on providing the best-in-class CRM solution for the specific needs of an organization. And we have partnered with leading CRM vendors to do so. These partnerships allow us to address specific industry requirements for CRM via mobile, social and e‑commerce channels. Most importantly, Cognizant's technology expertise, combined with business consulting insights helps organizations successfully implement and adopt CRM technologies, ensuring improved customer relationships and a higher ROI.

Enterprise Asset Management

A heightened focus on reliability and an aging infrastructure and workforce require new thinking when it comes to your asset management strategy. Cognizant combines experience in conventional enterprise asset management (EAM) with capabilities in mobility, smart grid, analytics and GIS to deliver intelligent EAM for utility companies. Our expertise includes:

  • EAM process improvement
  • EAM package selection and implementation
  • Mobile asset and work management
  • Integration with GIS for design, mapping and operations
  • Smart grid event analysis
  • Asset data management and analytics for condition‑based maintenance

Mobility

Advances in mobile technology and the tremendous convenience it offers to companies make mobility a must-have platform for utilities looking to make improvements in operations and customer engagement. Through our dedicated focus on mobility and understanding of utility business processes and systems, we can help you define and deploy mobility for your enterprise and your customers. Our expertise includes:

  • Enterprise mobility
  • Mobile customer self-service
  • Mobile EAM

Energy Trading

Energy trading is crucial for maintaining a reliable supply of electricity and gas and for keeping rates low. Cognizant can help utilities streamline their wholesale trading and risk management operations with expertise that includes:

  • Trading
  • Risk management
  • Contract management
  • Scheduling
  • Settlements

Home Services

Increased competition and growing portfolio of new products and services demand that home service strive to continuously improve product value propositions and response times. With Cognizant’s deep understanding of the utilities industry, we can help providers maximize revenue through better product management, deliver a world-class customer experience and optimize operational cost and field workforce utilization. Our expertise includes:

  • Product management
  • Customer experience management
  • Field force planning and scheduling

RESOURCES

Cognizant-PennEnergy Survey on Utility Customer Service

Cognizant partnered with PennEnergy to ask leading utility organizations how they are evolving utility engagement for a tech savvy consumer market and to advance utility customer service.

Regional Utility, PNM, Reboots Customer Satisfaction by Reshaping the Digital Customer Experience

By developing proactive outage alerts, a highly functional digital customer interface and omni-channel consistency across customer service processes, PNM reduced service costs while empowering customers.

Large Utility Gets on Track with Smart Asset Management

When a major North American utility began tracking its smart assets through their lifecycle, it was able to minimize costs, prevent failures, improve its warranty claims process and enhance the customer experience.

Building a Thriving and Extended Utilities Value Chain

To transform from commodity power suppliers to innovative service providers, utilities must lead an emerging ecosystem that facilitates revenue decoupling, renewable energy and energy efficiency portfolio standards.

Social Media for Utilities: Developing a Satisfying Customer Experience

By creating a dynamic and responsive social media presence, utilities can enhance customer interaction and influence key decisions, turning dissatisfied consumers into advocates.

Home Area Networks: A Preferred Choice for Energy Efficiency

Today’s home area networks (HANs) provide energy efficiency to utilities and homes. What’s next: automated demand response (ADR), automated demand side management (DSM), dynamic pricing, and electric vehicle (EV) charging systems.

Utilities IT Services, Outsourcing and Consulting | Cognizant Technology Solutions