The energy and utility market landscape is shifting, bringing new challenges and opportunities. Demand for ultra-customer centricity, technology advancements, digital disruption, entry of new players and increasing regulatory mandates is threatening the traditional utility providers.
EXL’s 3,300+ energy and utilities professionals support more than 20M customers and delivered $120+M in value to our clients. We leverage an Operations-as-a-Service (OaaS) Model supported by 55+ SAP and Oracle experts, 100+ analytics professionals, 225+ subject matter experts and 60+ Lean Six Sigma professionals.
EXLs transformative Operations-as-a-Service (OaaS) model can help energy and utility providers deliver value and enhance the ability to respond to changing business requirements. We do this by marrying scalability, revenue recurrence and efficiencies of SaaS business model with the domain expertise and customer-centric operations management.
The Operations-as-a-Service model constitutes of the following components to meet our clients’ immediate and long-term business objectives.
Three Steps to More Customer-Centric Utilities Operations
As utility markets become more competitive, utilities providers must evolve their approach to marketing, selling and interacting to meet customer expectations. This paper outlines how to embed a customer-centric approach enabled by analytics into utilities business operations to improve outcomes.
Today’s utility customers who live in competitive markets are taking advantage of their ability to switch providers. This requires providers to improve customer relationships if they want to succeed. Technology and analytics will be key components, but change will require a heightened focus on the basic tenants of customer communication.
EXL received an Innovation Award from international consultancy Alsbridge, Inc., for its use of analytics and automation to improve receivables management processes for energy supplier British Gas
Energy companies strive to retain customers by exceeding customer expectations and resolving complaints quickly when they arise. Watch this video to learn how EXL’s end-to-end complaint management system enables companies to efficiently manage the complete lifecycle of a complaint.