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POWER OF TRANSFORMATION

Generating profits from digital enhancements

Generating profits from digital enhancements

90% of consumer transactions
are now performed online as a result of this major utility’s overhaul of its online customer experience.

It takes deep industry expertise, and a strong bench of technology solutions, to address the unprecedented business challenges facing electric utilities today.

From measuring up to customer expectations to building a modern bullet-proof grid, there’s no room for missteps. Strict environmental regulations, emerging alternate suppliers and a raft of market reform policies have made certain of that.
Cognizant has extensive experience in working with some of the biggest utilities in the world and delivering transformational benefits. We offer innovative digital solutions that improve operational efficiency, optimize costs and increase customer satisfaction.

PROOF POINTS
By pinpointing all customer touchpoints, engagement channels and transactions in need of improvement, our holistic business approach transforms companies.

Like at this large US electric utility, where a new digital customer engagement platform slashed billing queries, improved online user adoption and increased self-service transactions by 30%.

READ THE CASE STUDY
Transform digitally, compete more effectively.

Find out how this leading U.K. energy provider implemented an agile cloud environment with help from Cognizant and slashed IT service deployment time from weeks to hours.

READ THE CASE STUDY
UTILITIES ECOSYSTEM

Targeted solutions

Smart packaged solutions that help electric utilities transform for the digital age.

UtilityOne Engage

An innovative, lightweight mobility app featuring account management, bill details, alerts and notifications, and more.

UtilityOne Insights

An integrated customer management solution that delivers a holistic, omnichannel experience to our utility customers.

In our 2018 Smarter Utilities Survey and Report, we asked 100 executives about industry disruption and how prepared they are for the transformation journey ahead. Making better use of digital technologies like AI, machine learning and analytics is on the agenda. But is that enough?

READ MORE ▷

Additional capabilities

  • CUSTOMER EXPERIENCE MANAGEMENT (CXM)

    ENGAGE WITH CUSTOMERS. CREATE COMPELLING EXPERIENCES.

    In a digitally-connected world, customer experience management (CXM) plays a vital role in engaging customers in demand response programs. For example, energy conservation measures that help customers understand their energy usage better and provide an enhanced user experience help utilities and customers alike save money and resources. Cognizant areas of expertise include:

    • Customer segmentation
    • Analytics
    • Customer self-service
    • Omnichannel customer service
    • Integrated customer communications
    • Social media monitoring and analysis

     

    We have built several targeted solutions in this area such as UtlityOne Engage and UtilityOne Insights. They can be implemented quickly and deliver award-winning CXM features such as omnichannel integration and single call resolution (SCR).

  • CUSTOMER INFORMATION AND BILLING

    SPEED CYCLE TIME. REDUCE EXCEPTIONS.

    Reconciling different consumer categories with different tariff structures leads to complex billing logistics, from scheduling to generation. Similarly, today’s changing regulatory policies require a robust and flexible customer information system and billing operations.

    Cognizant helps electric 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

     

    We offer a portfolio of accelerators including prebuilt templates for SAP IS-U and Oracle CCnB. Data migration accelerators are also available from legacy platforms (Banner and Customer/1) to modern platforms such as SAP IS-U and Oracle CCnB.

  • CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

    BUILD A WORLD-CLASS CRM FOUNDATION

    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 business goals.

    Cognizant's global CRM practice has extensive experience implementing CRM solutions across the electric utility value chain. We have partnered with leading CRM vendors to do so. These partnerships allow us to address CRM requirements specific to the utility business using 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 (EAM)

    TRANSFORM YOUR ASSET MANAGEMENT OPERATION

    The electric utility industry is highly asset-intensive and faces major challenges in maintaining reliability from its aging critical infrastructures and workforce.

    Cognizant’s Enterprise Asset Management solutions and services for utilities provide implementation and systems integration of systems such as planning and scheduling, mobility, analytics and asset life cycle management. They help utilities drive down costs and utilize assets better. Our expertise includes:

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

     

    We have developed several targeted solutions and accelerators such as APEx—Asset Performance Excellence for utility network assets, the IBM Maximo upgrade kit, and other accelerators to help utilities transform their enterprise asset management programs.

  • SMART GRID—SMART SUITE OF SERVICES

    MORE INSIGHTS FROM SMARTER GRIDS

    With electricity providers installing millions of smart meters and devices into their power system grid and upgrading to advanced data transmission networks, the utilization of data is transforming how utilities operate.

    Cognizant’s smart grid solutions and services introduce advanced data and predictive analytics capabilities to managed networks.

  • GEO-SPATIAL TECHNOLOGY AND SERVICES

    MANAGE YOUR ASSETS BETTER

    Geographical Information Systems (GIS) acts as an integrating technology that can help electric utilities achieve a single view of their asset information and perform efficient operation and maintenance. The result: greater customer satisfaction.Cognizant offers wide range of solutions and services in the GIS space across desktop, web and mobile platforms. We specialize in various aspects of the GIS lifecycle, including:

    • GIS data services
    • GIS application development and maintenance services
    • Geospatial analytics
    • GIS consultancy services
    • Spatial product development services

     

    Electric utilities can leverage our solutions and frameworks such as the WebGIS Framework for Single View, our GIS Data Migration Framework and our Online/Offline Mobile GIS solution for accelerating digital.

SHOWCASE

Featured work

UTILITIES

Application of analytics improves customer care services of US utility

  • Expand

    The Challenge

    A U.S.-based utility that serves approximately 1.1 million electric and 790,000 natural gas users needed to upgrade its legacy systems. The company wanted to provide its customers with better energy options and engage them more effectively by catering to their needs and offering them personalized experiences. The utility also wanted to develop a system where data drives optimal business decisions. Along with the use of smart devices, the company realized that analytics plays a major role in gaining deeper customer insights from data. The utility partnered with Cognizant’s utilities digital experts, seeking help in leveraging analytics to improve its data management capabilities and eventually reduce customer defections due to unprecedented competition.


    Our Approach

    We applied analytics to predict and handle the utility’s increasing call volume—estimated at 4 million calls annually—as well as inform customers of impending outages and their resolution by text or email. We proposed a two-track approach, first creating an intelligence platform for the existing IT landscape and then using a business track to create a use case inventory and a prioritization framework. We also implemented the SAP Master Data Governance module for master data management. Solutions were designed to provide customers self-service capabilities, such as bill explanations and payments, financial assistance requests, service interruption updates and service event planning, across multiple channels, including online, mobile and customer care centers, and to help customer service agents make better real-time decisions.

    Higher Savings and Better Customer Service Using Analytics

    Our analytics implementation gave the utility the ability to view data as a corporate asset and support data-driven decision-making. Insights from the analytics program were expected to yield a 7 percent reduction in the amount of time customer care agents spend on the phone with customers and a 13.6 percent decline in customer calls to call centers. The company also estimated a net savings of $1 million annually due to a drop in the number of service calls.

    7%

    expected drop in talk time, driving cost savings

    13.6%

    expected reduction in customer calls

    $1,000,000

    projected savings annually due to fewer service calls

How can a 100-year-old utility reinvent itself?

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The shift towards renewable energy is transforming the industry. In the coming decades, consumers will not just need reliable power, they will need reliable clean power.

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Vice President and Practice Head, Energy & Utilities

Brian Jones

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UTILITIES MANAGEMENT

Leadership

Brian Jones

Vice President and Practice Head, Energy and Utilities

Brian Jones, Vice President and Practice Head, Energy and Utilities
Arvind Pal Singh

Utilities Consulting Leader, U.K. & Europe

Arvind Pal Singh, Utilities Consulting Leader, U.K. & Europe

TAKE THE FIRST STEP

Serving customers by looking forward as well as back is a big promise, but the power of today’s new digital capabilities is vast and growing.

Let's talk about how digital can work for your business.