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ACHIEVING DIGITAL SUCCESS

electric utilities on fast-track to transformation

90% of consumer transactions
Percentage of consumer interactions now performed online as a result of this major utility’s overhaul of its online customer experience, with help from Cognizant.

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.

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YOUR CUSTOMERS’ NEEDS
Unlocking Digital Value
How do we make such a profound
impact
to our clients?

Cognizant engagements place equal emphasis on the three keys to digital success: Customer Experience, Business Process and Tech Infrastructure.

START THE EXPERIENCE

It all starts with your customers.

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It all starts with your customers.

Unlocking real digital value and improving outcomes for your business means we must address their needs as well as the needs of your employees.

How do we do it?

01

By helping you build a Digital Business

Go beyond supporting business and advance it with smarter products, exceptional customer experiences and more efficient operations primed for transformative growth.

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02

A Digital Business with Digital Operations

Reimagine and create new digital processes that drive performance, deliver more humanized transactions and leverage automation, AI and scalable platforms.

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03

A Digital Business with Digital Operations powered by Digital Systems & Technology

Simplify, modernize and secure your IT backbone with integrated services and digital solutions that unlock value at scale and speed.

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Customized Business Solutions

We help our clients accelerate their Digital Business transformations as they move beyond a focus on cost efficiencies to driving top-line revenue growth.

Packaged Industry Solutions

To deliver immediate impact to the business, we offer proven solutions designed to tackle challenges your industry faces—generating cash flow you need to fund more complex initiatives.

Create value. Everywhere.

Operate in silos, without data and insights flowing out of the three areas above, and your initiatives will fail. Only by building a fused, holistic organization can you respond to customer needs and drive new growth.

01 Digital Business

Go beyond supporting business and advance it.

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02 Digital Operations

Reimagine and create new digital processes.

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03 Digital Systems & Technology

Simplify, modernize and secure your IT backbone.

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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?

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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

A Large US Electricity and Natural Gas Provider
RESULTS
A Large US Electricity and Natural Gas Provider

leveraged analytics to improve customer service and projects $1 million in annual savings due to fewer service calls.

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A Major US Power Utility
RESULTS
A Major US Power Utility

improved interactions between its sales team and customers using voice-activated chatbots powered by artificial intelligence (AI).

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How digital is re-imagining CX in energy retail

PLAY VIDEO

By focusing on agility that is powered by advanced digital technologies, utility operators can introduce new lines of businesses and services more quickly, easily responding to consumer demand.

Director image
Market Leader, Energy and Utilities, Manufacturing and Logistics

Rajaram Radhakrishnan

PRESS ROOM

In the news

NOVEMBER 5, 2018

Orica Selects Cognizant to Cloud-Enable IT Infrastructure for a Globally Connected Enterprise

MAY 17, 2018

Cognizant Recognized as Market Leader in Internet of Things Services by Research and Advisory Firm ISG

AUGUST 18, 2017

HfS Research Names Cognizant in “As-a-Service Winner’s Circle for Energy Operations

UTILITIES LEADERSHIP

Get in touch

Rajaram Radhakrishnan

Market Leader, Energy and Utilities, Manufacturing and Logistics

Rajaram Radhakrishnan, Market Leader, Energy and Utilities, Manufacturing and Logistics
Peter Tomas

Utilities Consulting Leader, North America

Peter Tomas, Utilities Consulting Leader, North America
Arvind Pal Singh

Utilities Consulting Leader, U.K. & Europe

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