UTILITIES ANALYTICS

Utilities companies around the world are trying to balance four areas: competitiveness, regulation, security of supply and mitigating the environmental impact. But utilities providers face numerous challenges, both with their customers and with their own data. Utilities firms typically have multiple data sources in silos across multiple applications causing data consolidation challenges, which hinder decision making. Increasingly informed and demanding customers are voicing disconnect both with providers and across social media.

EXL Analytics enables utility clients to remain competitive by better understanding their customers, delivering a better customer experience and expanding their business, all while continuously reducing operational costs.

EXL’s leading-edge analytics and data management solutions combine deep industry knowledge and technology expertise to consistently deliver positive business outcomes for our clients while managing the regulatory requirements adequately.

INDUSTRY SOLUTIONS

We work across customer segments which include clients from Distribution, Exploration, Gas/Elec, Meter Operator, TPI and Water. Following are some of the solution areas:

CUSTOMER AND MARKETING ANALYTICS

  • Customer segmentation; value based and behavioral
  • Marketing modeling for acquisitions, cross sell – up sell/propensity modeling
  • Credit risk profiling
  • Multi channel campaign strategy, econometric modeling
  • Building product propositions based on analysis of changing customer priorities, behaviors and decision drivers
  • Churn modeling; early loss, renewals and retention, win back campaigns, best pay options/tariff plan offer recommendation to win back customer.

SMART METERING ANALYTICS

  • Asset reconciliation; stranded asset valuation
  • In-home information dashboard
  • Innovative pricing propositions
  • Demand response programs

CUSTOMER AND MARKETING ANALYTICS

  • Contact centre analytics: agent performance (RFT,AHT), contact reduction/outbound communication tracking
  • Demand forecasting and capacity planning
  • Exceptions management: forecasting raise rates, late billings, contacts and complaints
  • Home move out/home move in analysis
  • Accelerated debt management: dialer analysis, collection strategy building, dunning & debt path analysis
  • Cost to serve analysis
  • NPS survey

DIGITAL ANALYTICS

  • Strategy for customer acquisition
  • Customer segmentation
  • Engagement analysis for online customer
  • Dormant account analysis

DATA QUALITY & MI REPORTING

  • Governance and data asset creation, data quality and controls framework and data stewardship
  • Key metrics and data quality dashboard
  • Single customer view - including historical data at the time of renewal
  • Design and development of business metrics driven reporting and MI from operational to executive level support for decision making

NETWORK ANALYTICS

  • Preventive asset maintenance
  • Load balancing and fault detection
  • Fraud analytics
  • Micro-generation and grid impact

75M

IMPACT FOR METER ASSET RECONCILIATION

20%

REDUCTION IN REPEAT COMPLAINT RATE LEADING TO A $2.25 M IMPACT

CASE STUDIES

MOVING INSURANCE BPO INTO THE AS-A-SERVICE ECONOMY

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SOLVING BUSINESS CHALLENGES FOR THE UTILITIES INDUSTRY WITH ANALYTICS

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PREDICTIVE ANALYTICS LEADS TO RAPID INCREASE IN RESOLVED UNBILLED ACCOUNTS

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READY TO LOOK DEEPER?

CONTACT OUR ANALYTICS LEADERSHIP TEAM.

GET IN TOUCH WITH US

Mail

lookdeeper@exlservice.com

Address

280 Park Avenue, 38th Floor

New York, NY 10017