Customer Management Services
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Customer Management Services

The utilities and energy industry has been under a lot of pressure in recent times, having to cope with capacity and investment constraints. To add to this, there is increased demand from consumers to address climate change concerns. These companies need to work alongside customers, keeping them aware of their energy impact, the need for energy efficiency, reduced usage and demand. This is a complex function, and many utilities and energy companies are now looking at outsourcing customer management services to drive the adoption of these programs among consumers.

Managing customers effectively will help utilities and energy companies provide market differentiation, increase customer retention and, thereby, stay ahead of the competition. Customers, today, are highly informed and look towards utilities and energy companies to help optimize their energy usage and management. Customer engagement is an important step towards customer retention. Clearly the success of utilities and energy companies lies in a thorough understanding of their customers. Companies are fast realizing the value of engaging specialist outsourcing providers for customer management services.

Companies need to integrate all customer data in a cost-effective manner and develop insights-based customer solutions that lead to increased customer loyalty and retainership. The WNS Customer Management solution focuses on the key areas of converting customer interactions into business insights. The WNS analytics solution enables utilities and energy companies to increase the life-time value of a customer by enhancing capabilities around customer acquisition, customer retention and cross-sell / up-sell. The WNS solution leverages analytical tools to build targeted customer campaigns, analyze cost-to-serve and enable utilities and energy companies to garner higher share of their customer’s wallet.

Customer Management Services
Case Studies

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Industry: Utilities and Energy
Process: Customer service Exceptions billing management

Helping a leading utilities company deliver superior customer service, reducing customer complaints by 80 percent in one year while reducing operational costs

Benefits delivered by the WNS team

  • Exceptional reduction in backlogs from 15 Million to just over 1 Million in 18 months
  • Reduction in customer complaints by 80 percent within 12 months of go live
  • Realization of over GBP 8 Million in the year 2006-07 of revenue in 12 months by re-structuring the debt accrual process and identification of interest leakage in supplier payments through Six Sigma programs


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