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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.
Digital will separate the winners from the laggards in the hypercompetitive, post-pandemic business landscape. We undertook a global, multi-industry study to know how businesses are preparing for this future and here’s what we found.
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 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.
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.
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.LEARN MORE
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
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.LEARN MORE
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.
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.LEARN MORE
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.LEARN MORE
Smart packaged solutions to help utilities transform for the digital age.
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.VIEW 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.VIEW SOLUTION
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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.