Customer Management Services

  • Success of Utilities lies in better understanding of its customers. WNS’s Customer Management solution focuses on the key areas of converting customer interactions into business insights
  • WNS’s analytics solution enables Utilities to increase the life-time value of a customer by enhancing capabilities around customer acquisition, customer retention and cross sell / up sell
  • WNS’s solution leverages analytical tools to build targeted customer campaigns, analyze cost-to-serve and enable Utilities to garner higher share of the wallet of their customers
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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Helping Utilities Compete Better with Outsourcing
by Sachin Mirpgar,
Deputy Manager – Quality
Utilities, WNS Global Services

Ronald Dsilva, Assistant Manager – Training
Utilities, WNS Global Services
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