UTILITIES

INTEGRATED BUSINESS PROCESS SOLUTIONS FOR ALL YOUR CURRENT AND FUTURE CUSTOMER NEEDS

Rising expectations from digitally connected, energy conscious and demanding customers are not only putting pressure on margins but also posing challenges on revenue growth. As the operating model for utilities companies continues to evolve, EXL helps them gain more control in a dynamic market environment.

Our utilities professionals enhance operating models, improve customer experience, reduce unwanted costs, shorten turnaround time and simplify compliance. We examine utilities operations across the customer life cycle - from acquisition and home moves to billing, meter exchanges, annual service visits, recoveries and withdrawals. Our ability to speed SAP implementation is unique in the industry. We work with Metering Service providers and field engineers to build synergies and optimize operations.

3600

PROFESSIONALS

20M

UK ENERGY CUSTOMERS

100M

DELIVERED BUSINESS VALUE

THOUGHT LEADERSHIP

Digital customer centricity: a requirement for utilities

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EXL UTILITIES COMPLAINTS 360

Utilities and energy providers face public backlash and stiff regulatory fines if they fail to adequately address customer complaints. That’s why we created Complaints 360o, a complaints management system capable of resolving customer issues end-to-end.

SERVICES

Some of EXL’s largest and longest relationships are in the utilities sector. We look deeper at utility operations across the customer life cycle, from acquisition and home moves to billing, meter disputes and recoveries.

OPERATIONS MANAGEMENT

Recognized as a “Major Player” in "IDC MarketScape: Global Professional Services Firms for Utilities Customer Operations," EXL offers a full suite of operations management and consulting services for residential (credit and prepayment), small & medium enterprise, I&C, Home Services customers and metering service providers.

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ANALYTICS

EXL delivers predictive and prescriptive analytics services for the utilities sector to optimize receivables, improve asset reconciliation, reduce complaints, improve bill-to-actual readings, and reduce account imbalances.

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SMART METERING SERVICES

The UK’s smart meter mandate requires the rollout of over 50 million smart meters to provide customers better visibility to their energy consumption. EXL’s Smart E2E framework, which integrates operating model design, analytics and technology, supports the smart journey through installation, customer service and in unlocking the value of smart metering.

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PLATFORMS AND PRODUCTS

Digitally connected customers, smart grids and other developments create opportunities for energy and utility companies. Taking advantage of these changes requires adapting both technology and processes. Current operations must be maintained while introducing new business models capable of maximizing positive customer and business outcomes.

By combining cloud-based platforms, digital solutions and industry-specific products with industry and operations management expertise, EXL helps energy and utilities companies keep pace with evolving conditions.

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EXL Testimonials - Quote Icon

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RECOGNITION

“Winner’s Circle”
in “HfS Blueprint Report: Utilities BPO 2015”

Major Player
 IDC MarketScape: Global Professional Services Firms for Utilities Customer Operations (2015)

Alsbridge Innovation Award
 For "unbilled" solution for the utilities industry (2014)

Top 5 Company by Industry Focus
 Companies in Utilities in 2014 by International Association of Outsourcing Professionals (IAOP)

READY TO LOOK DEEPER?

CONTACT OUR UTILITIES LEADERSHIP TEAM.

 


GET IN TOUCH WITH US

Mail

lookdeeper@exlservice.com

Address

280 Park Avenue, 38th Floor

New York, NY 10017