EXL’s MIA improves customer experience for a large UK energy provider

EXL’s client, a leading UK energy provider, wanted to cut costs, reinvigorate its brand, and put the customer at the center of its operations through a transformation culminating in 2022.

A leading UK energy provider derives actionable insights across end-to-end systems quickly and efficiently using EXL automated, search-based, business intelligence solution.

The challenge

EXL’s client, a leading UK energy provider, wanted to cut costs, reinvigorate its brand, and put the customer at the center of its operations through a transformation culminating in 2022. Challenges included:

• Breakdowns in customer journeys causing excessive exceptions, calls and complaints.
• Limited view of end-to-end processes in customer journeys.
• Operations teams working in silos focused on individual rather than organizational KPIs and customer outcomes.
• Legacy workflows and manual touchpoints leading to higher cost of service.

The solution

EXL helped the client implement a Management Information Assistant (MIA) to support residential and business account service activities.

MIA is a search-based business intelligence solution that uses natural language processing (NLP) algorithms to extract and display information through powerful visualizations. It creates a single digital command center that:

• Simplifies human and digital workforce management.
• Leverages embedded analytics and data aggregation to help develop strategies for improving customer outcomes and business KPIs.
• Proactively identifies potentially detrimental business and customer service issues.

Through the transition, our agile methodology compressed time, ensured quality and allowed cross-functional teams working on data, domain, digital, technology and change to improve customer journeys.

Agile approach:

• Defined outcomes for each customer journey
• Developed journey dashboards
• Defined hypotheses related to issues impacting customer journeys
• Tested hypotheses using data and domain expertise to define potential solutions
• Stress-tested solutions through 2-4 week trials on real-time data
• Checked impact on customers, financials and regulations
• Presented findings with benefits for sign-off
• Built proactive controls and workflows featuring continuous monitoring and improved customer outcomes

Journey refinement through exception management:

• Deployed MIA decision engines to enhance customer journeys through faster, more accurate back-office exception clearance
• Developed new ways to prioritize exceptions vs. traditional FIFO-based processing

End-to-end visibility:

• Linked back-office, field, collections, front-office and data analytics
• Provided holistic view of cause-effect factors across functions for improved design reduced cost and better business outcomes