Customer Acquisition
and Customer Experience Management Services

Onboarding new customers

We foster innovation and deliver exceptional end customer acquisition and onboarding services through WNS’ Sales Center of Excellence (CoE).

By leveraging customer analytics, personalized processes and strategic partnerships, WNS widens the end customer base while reducing acquisition costs and facilitating continuous revenue growth.

What We Offer

A personalized onboarding experience (based on real-time analysis of customer mood, tone and sentiment)

Customized, real-time dashboards mapping key user onboarding metrics

Targeted campaigns to drive conversions and engagement

Elevating customer experience

WNS offers differentiated customer experience management strategies for B2B and B2C businesses by deploying WNS EXPIRIUS.

For B2B organizations, our team extends global support, addressing varied needs such as field agent assistance, emergency management and vendor interactions through ITSM tools like Remedy and Service Now.

For B2C organizations, we orchestrate voice, digital and back-office support for the entire meter-to-cash value chain.

Our follow-the-sun model enables us to cater to clients across the globe and provide round-the-clock support at both onshore and offshore locations.

What We Offer

Content interpretation and categorization

• ML-driven automated analysis and categorization of customer chats/emails

Business insights via customer ticket analysis

Actionable Insights through speech analytics

• Uncover opportunities for improved handle time and efficiency

Elevating First Call Resolution (FCR)

Advanced training and knowledge dissemination

Enhanced CX via digital channels and self service

Managing customer complaints effectively

We utilize WNS’ best practices, including our Customer Complaints Resolution Process (CCRP) framework, to deliver exceptional customer complaint management for E&U companies. We handle complaints across the E&U customer lifecycle, covering home moves, voids, billing, metering, account information, meters, device malfunctions and water leakage.

Complaints received through voice, email, letter and webchat channels are streamlined for swift and satisfactory resolutions. Our efforts have delivered significant tangible impact, such as an improvement in NPS scores for our clients. We enable our clients to mitigate regulatory challenges and improve compliance, thus reducing the risk of penalties.

What We Offer

Streamlined complaint identification

FCR enhancement with historical data analysis

Optimized handle time with insights from speech analytics

Supporting Customers with Vulnerabilities

In these tough economic conditions, utility companies are implementing measures to support customers in financial distress. However, the persistent challenge is to effectively identify and assist those in need.

WNS recognizes the importance of embedding empathy and care in customer support to boost brand loyalty. We use text and speech analytics from contact center interactions for insights that enhance our vulnerable customer support.

What We Offer

Regulatory compliance by adding customers to the Priority Services Register

Proactive updates of vulnerability parameters in customer accounts

Identify customers with vulnerabilities: Via trained agents and digitally via trigger identification through verbal and system communication

Engage with customers with vulnerabilities: An empathetic approach to support financially and physically vulnerable customers

• Support them with their household E&U debt management strategies
• Account review to assess the eligibility for payment schemes such as Energy Bill Relief Scheme (EBRS), WaterSure, Boiler Upgrade Scheme, WaterHelp
• Multi-channel communication including text/SMS, letters and phone calls to offer customized payment plans and terms
• Data maintenance to ensure accuracy