BPO Solutions for the Utilities Industry

Globalization has brought new opportunities and challenges to the utility and energy industry. Growing global energy demands and supply constraints are making it increasingly difficult to manage revenue cycles and cost structures. Consumers expect better and expanded services at the same cost which requires the industry to rethink their strategies and delivery model to meet market expectations. 

The utilities industry has to manage internal challenges in the form of: Redundant IT portfolio across disparate organizations; High Operational Costs; Business Resilience Challenges; and End-of-life platforms.

At WNS, we engage with our clients to become part of their extended organization. We deliver a range of business processes outsourcing services to the Utility and Energy industry that enables our clients to focus on their core competencies and thereby gain a competitive edge in the market place. 

A snapshot of WNS’s experience and expertise in the Utilities Industry

• More than 1,500 resources working on Utilities-related processes
• Transitioned more than 400 work threads, within a year, across simple and complex processes within Utilities
• Over GBP 10 Million billing exceptions processed till date
• Improved NPS scores (indicator of customer satisfaction) significantly
• Correspondence team processing more than 400,000 E-mails and 500,000 letters annually
• Significant investment in learning infrastructure and processes to train resources on Utilities industry through establishment of Domain University
• Recovered more than GBP15 Million in debt and supplier interest

Our Differentiators in Utilities BPO

• A Global leader in BPO with a reputation for complex multi-process delivery
  • Managing over 600 processes across 160 countries, including managing customers for leading Utilities, delivering complex processes like treasury and IFRS compliance
  • End-to-end process, technology and analytics capabilities across the Utilities value chain with proven expertise
• Investing in areas critical to the success of Utilities companies in the future
  • CIS platform which is cost-effective, flexible and comprehensive
  • Delivery models, which give more options to Utilities like Hosted and BPaaS
  • BI and Analytical platforms which focus on optimizing operating performance
  • Global Delivery Locations: Onshore, Nearshore and Offshore
• Repository of frameworks, best practices, tools to improve profitability of Utilities companies along with high customer satisfaction
  • Enterprise Value approach to improve working capital
  • Diagnostics, Consulting, Transition and Transformation framework and methodologies
  • Bolt-on tools to improve financial performance
• Ability to deliver superior business value by combining analytics, technology optimization, domain and process expertise
  • Leveraging a team of 1,500 Utilities, 1,500 analytics, 1,100 technology, and 600 quality process professionals
  • Analytical capabilities span business research, financial and investment research, market research and domain-based analytics, and data services

As a leader in managing business processes, WNS helps clients outperform across the entire Utilities value chain. WNS delivers business value to its clients through a combination of highly industrialized back-office, leading-edge technology platforms and sophisticated analytical tools. We offer end-to-end solutions that allow Utilities companies to transform their operations: