End-to-end digital transformation
EXL’s client, a leading UK energy and home services provider, grappled with several issues
- Increasing customer churn rates, with 1.8M lost customers since 2015
- Increasing customer complaints, with 618K complaints in 2019
- Costs pressures, including a £1.1B pretax loss in 2019
- Increasing debt
£17M+ (~30% in FTE reduction)
Opex benefits delivered in two years against the target of three years plan
EXL’s deep domain knowledge helped design and deploy digital and analytics solutions to deliver a trifecta of impacts of improved experience, outcomes, and efficiency. EXL partnered with the client to deliver an all-inclusive and wellintegrated transformation. EXL brought together the right data, domain expertise, and technology solutions to generate actionable insights.
EXL and the client collaborated on developing new ways of working, including shifting from running efforts in siloes with multiple independent initiatives delivering incremental benefits to multi-disciplinary teams working in an agile manner with end-to-end accountability for customer journeys.
EXL used a multi-pronged approach to create an analytics-led insight engine called Management Information Assistant (MIA) to continuously provide real-time visibility into customer journeys. This solution enabled the client to determine what happened on the journey, identify key drivers, and note the solution for any issue which may have arisen. Proactive controls and workflows with continuous monitoring were deployed.
EXL also embedded its proprietary solution into operations using its Digital Command Center (DCC). This solution which includes a SWM 2.0 work management tool to align customer outcomes and business priorities. Top-down and bottomup approaches were introduced to continuously keep diagnosing end-to-end processes and work instructions to identify inefficiencies across value steams.
EXL deployed advanced robotics in collaboration with RPA Centers of Excellence and a strategic technology partner. This fast-tracked the automation of key processes. EXL deployed 150+ BOTs and created a digital operations team for BOT management.
EXL used embedded advanced analytics capabilities, such as interaction, sentiment, and predictive analytics, to increase customer satisfaction. A debt Center of Excellence was created to focus on preventive debt management, build propensity-to-pay models to improve the success rate of debt collections. With the help of data management and consolidation framework, EXL built a nextbest action model, which helped drive right actions based on customer activities and past reactions.
Over past several years, EXL has delivered significant benefits to the client through various digital, analytics and methodology levers. This includes robotics, process re-engineering, standardization, analytics and Lean Six Sigma. This has resulted in optimized customer journeys, reduced failure demand, and lower debt, all leading to a reduction in cost of running operations.