UTILITIES OPERATIONS MANAGEMENT

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.

SERVICES

EMBED CUSTOMER CENTRICITY THROUGH CUSTOMER
OUTCOMES AND RETENTION
MODEL (CORE)

  • Based on EXL’s extensive experience and industry trends
  • Involves understanding customer needs
  • Translating needs into customer outcomes
  • Puts customers at the heart of digital transformation
  • Focuses on customer convenience, context and personalization

TRANSFORM PROCESS BY LEVERAGING BUSINESS
EXLeratorTM

  • Technology
  • Analytics
  • Business process automation
  • Lean-Six Sigma
  • Benchmarking for superior value

EMBED ANALYTICS INTO OPERATIONS

  • Insights 2.0 - a proprietary analytics framework
  • Embeds analytics into operations
  • Continuous, strategy-driven
  • Creates analytics-driven operations

DELIVERS AN UNPARALLELED
VALUE THROUGH BPA AND
ROBOTICS SOLUTIONS

  • Uses analytics and cognition techniques
  • Increases speed and accuracy of business processes
  • Dramatically increases process efficiency and speed
  • Near-zero error rates without changing underlying IT infrastructure

EMBED COMPLIANCE

  • Certified by Everest's marketing framework
  • Best practices in safeguarding sensitive and confidential client information
  • Adopts new BPS (Business Process Solutions) code of conduct

MANAGE RISK THROUGH SCIENTIFIC ENTERPRISE RISK MANAGEMENT (ERM) FRAMEWORK

  • Operationalizes risk management
  • Reliable decision making
  • Maximizes risk awareness
  • Identifies and prioritizes risks
  • Determines a mitigation plan
  • Monitors progress

ACT COST-EFFECTIVELY TO EVOLVING BUSINESS CONDITIONS THROUGH OUR PRODUCTS AND PLATFORMS

  • Cloud based billing and CRM platform
  • Digital solutions
  • Industry-specific products
  • Help energy and utility companies react quickly
  • Maximizes customer and business outcomes

UNLOCK SMART POTENTIAL THROUGH Smart-as-a-Service FRAMEWORK

  • Integrates operating model design
  • Incorporates analytics and technology
  • Supports the smart journey through installation
  • Unlocks value of smart metering

THOUGHT LEADERSHIP

Three Steps to More Customer-Centric Utilities Operations

DOWNLOAD

CASE STUDIES

IMPROVING DEBT RECOVERY FOR A LEADING UK UTILITIES COMPANY

DOWNLOAD

IT BPO PARTNERSHIP TO SUPPORT DESIGN & STABILZE SAP IMPLEMENTATION

DOWNLOAD

90%

INCREASE IN RESOLVED CUSTOMER COMPLAINTS AFTER THE IMPLEMENTATION OF A COMPLAINTS MANAGEMENT SYSTEM

70%

REDUCTION IN UNBILLED ACCOUNTS THROUGH THE TRANSFORMATION OF THE RECEIVABLES MANAGEMENT PROCESS

253M

MILLION RECOVERED WITHIN 3 YEARS THROUGH ENERGY RECONCILIATION AND RESOLVED UNBILLED CONSUMPTION ON CUSTOMER ACCOUNTS

LEARN MORE

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.

DOWNLOAD

THE CUSTOMER IS NOT AN MPAN

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.

DOWNLOAD

EXL WINS ALSBRIDGE INNOVATION AWARD FOR BRITISH GAS RELATIONSHIP

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

LEARN MORE

THE UNIFIED AGENT SUITE

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.

WATCH NOW

READY TO LOOK DEEPER?

CONTACT OUR UTILITIES LEADERSHIP TEAM.

Contact

GET IN TOUCH WITH US

Address
280 Park Avenue, 38th Floor
New York, NY 10017

For career click here