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Revenue pressures on Energy and Utilities (E&U) companies are growing with changing regulations, soaring inflation, emerging customer needs and continuing geopolitical dynamics that are affecting energy supplies. In such a disruptive landscape, E&U companies need to enhance efficiency and protect and grow revenue across the value chain to remain resilient and thrive.

WNS offers deep domain expertise to design a collections strategy underpinned by AI/ML-led technology and data-driven insights while optimizing human resources. Our customer-centric solutions help clients safeguard their revenue, minimize costs and improve cash flow.

Revenue pressures on Energy and Utilities (E&U) companies are growing with changing regulations, soaring inflation, emerging customer needs and continuing geopolitical dynamics that are affecting energy supplies. In such a disruptive landscape, E&U companies need to enhance efficiency and protect and grow revenue across the value chain to remain resilient and thrive.

WNS offers deep domain expertise to design a collections strategy underpinned by AI/ML-led technology and data-driven
insights while optimizing human resources. Our customer-centric solutions help clients safeguard their revenue, minimize
costs and improve cash flow.

Credit and Collection Services

The ever-evolving business landscape is impacting supply and demand for E&U companies as well as the ability of the end customer to pay bills. Hence, maximizing collections and managing debts are of paramount importance to companies operating in this space.

WNS provides a comprehensive credit and collections strategy that combines advanced automation for efficiency and trained talent for the empathetic handling of complex situations. Our data-driven approach shores up an organization’s cash flow while enhancing the customer experience.

WNS provides a comprehensive credit and collections strategy that
combines advanced automation for efficiency and trained talent for the
empathetic handling of complex situations. Our data-driven approach
shores up an organization’s cash flow while enhancing the customer experience.

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What We Offer

Innovative Technologies for Effective Debt Reduction

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Click-to-pay to simplify the payment process

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Predictive dialers to improve agents’ time utilization and improving payment rates

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Probabilistic models for campaigns- to identify optimal enrollment plans and minimize future debt scenarios

Computer-Telephony-Integration

Computer Telephony Integration to generate insights that foster personalized conversations and payment structuring, thus increasing the propensity to pay on time

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Virtual assistance across multiple channels
to enhance debt collection efficiency

  • Increased cash flow by 50% for a leading regulated utility in the US by improving recovery
  • Increased cash flow by 50% for a leading regulated utility in the US by improving recovery
  • Improved collection rate for a leading energy utility retailer in the UK by 2X
  • Streamlined processes help reduce collections costs and save 20% overall operational costs for a leading regulated utility in the US
  • Reduced bad debt write-offs, freeing up USD 3-5 million sin capital for a Australian and US-based utilities
  • Reduced bad debt write-offs, freeing up USD 3-5 million
    in capital for Australian and US-based
    utilities
  • Increased recovery rate by 3X for a UK-based energy
    utility within 6 months of engagement
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Transforming Collection Services
for E&U Companies

WNS’ predictive analytics-led collection strategies enable clients to identify the propensity of customers to pay back their outstanding debt and prioritize customers based on delinquency patterns. By partnering with us, clients are able to maximize collections and grow their working capital.

WNS’ predictive analytics-led collection strategies enable clients
to identify the propensity of customers to pay back their
outstanding debt and prioritize customers based on delinquency
patterns. By partnering with us, clients are able to maximize
collections and grow their working capital.

Debt-Management-Services

Debt Management Services with AI/ML-based Solutions

  • Predictive propensity to pay model to precisely gauge customer repayment likelihood
  • Customer segmentation to optimize collections using demographic insights
  • Tailored delinquency strategies to customize approaches for distinct customer segments
  • Cost-benefit analysis to streamline operations and financial activities
  • Continuous performance monitoring against critical tactical and quality indicators
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Predictive Bankruptcy Solutions for B2B
Accounts

Predictive Bankruptcy Solutions for B2B Accounts

  • Bankruptcy forecast model to predict the likelihood of commercial customers declaring bankruptcy
  • Financial ratios to support bankruptcy predictions with historical indicators of financial instability
  • Consolidated dashboards to analyze customers individually across their industry using news event analysis, ratios and model predictions
Tailored-Collection-Strategies

Tailored Collection Strategies for Low-income
and Customers with Vulnerabilities

Tailored Collection Strategies for Low-income and Customers with Vulnerabilities

WNS helps E&U companies segment and target these customers effectively, offering customized solutions to enhance program effectiveness and debt management.

  • Low-income customer segmentation: Utilize demographic, transactional and smart meter data to improve conversion rates and program effectiveness
  • Insights on customers with vulnerabilities: Leverage text and speech analytics to identify and support customers during uncertain times
Unlocking-Data-Insights

Unlocking Data Insights for Better Business Decisions

WNS has an award-winning analytics practice, WNS Triange, that offers a suite of tailored solutions for E&U businesses to help them drive debt management and collections efficiency. These include:

  • Integrated propensity to pay models to identify potential customer churn and payment default risks and factor in address updates before they appear in the system
  • Comprehensive data utilization to create advanced analytics and machine learning solutions
  • Optimized collections approach to enhance collection strategies by prioritizing customer risk
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Driving Digital-first Collections
with WNS EXPIRIUS

WNS EXPIRIUS, our digital CX model with AI/ML capabilities
offers:

  • Automated experiences with chat and voice bots, reducing the need for direct contact
  • Assisted experience with task automation and AI alerts to support contact center agents
  • Omni-channel technology for seamless customer interactions across multiple channels
  • Achieved a 30% increase in collection rates, reducing bad debts for major clients in the UK, the US, and Australia
  • Reduced operational costs of an Australian utility by 20% through segmentation matrix implementation
  • Doubled the collection rate to 26% for a UK-based utility
  • Enhanced call conversion rates by 20% for a UK-based utility
  • Achieved better recovery rates and reduced collection costs, with a 50% increase in collection rates for a leading UK utility
  • Enhanced call conversion rates by 20% for a UK-based
    utility
  • Achieved better recovery rates and reduced collection
    costs, with a 50% increase in collection rates for a
    leading UK utility

Vacant and Void Property Support

The loss of revenue from vacant and void properties can create a sizeable dent in the bottom line of an E&U company.

WNS offers end-to-end services spanning the meter-to-cash process. We leverage automation and advanced analytics to enhance operational efficiency and provide revenue assurance services, while prioritizing customer experience at every stage.

The loss of revenue from vacant and void properties can create a sizeable dent in the bottom line of an E&U company.

WNS offers end-to-end services spanning the meter-to-cash process. We leverage automation and advanced analytics to enhance operational efficiency and provide revenue assurance services, while prioritizing customer experience at every stage.

What We Offer

Void Properties Support

WNS partners with utilities to identify tenants and landlords, reduce the number of vacant and void properties and expedite overdue payments.

We also help with regulatory compliance and management such as for Ofwat in the UK, which has a strict incentive and penalty structure tied to void and gap properties management.

WNS partners with utilities to identify tenants and
landlords, reduce the number of vacant and void
properties and expedite overdue payments.

We also help with regulatory compliance and management such as for Ofwat in the UK, which has a strict incentive
and penalty structure tied to void and gap properties management.

Business and Home Move Support

WNS understands that the majority of unrecoverable debt for E&U companies is a fall out of home/business moves. We collaborate with various partners and use insights and data to predict customers about to move homes or businesses. This helps deliver a seamless experience including billing change and address updates, thus minimizing revenue leakage via customer loss and bills to void properties.

WNS understands that the majority of unrecoverable debt
for E&U companies is a fall out of home/business moves.
We collaborate with various partners and use insights and
data to predict customers about to move homes or
businesses. This helps deliver a seamless experience
including billing change and address updates, thus
minimizing revenue leakage via customer loss and bills to
void properties.

Prepay Support

WNS partners with clients to help reduce bad debts by 25-50 percent by incentivizing customers and supporting them in moving toward smart meter-led prepay solutions.

WNS partners with clients to help reduce bad debts by 25-50 percent by incentivizing customers and
supporting them in moving toward smart meter-led prepay solutions.

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Use CaseStreamlining Customer Move-outs

Background

A forwarding address is crucial for accurate billing during customer move-outs. Missing addresses can
lead to collections issues.

Opportunity

To improve the move-out process, we:

  • Launch SMS, email and outbound call campaigns to remind customers to provide move-out details and forwarding addresses
  • Launch SMS, email and outbound call campaigns
    to remind customers to provide move-out details
    and forwarding addresses
  • Encourage online account management
  • Ensure bills reach the correct address for on-time
    payments
Benefits

Obtaining Change of Address (CoA) details delivers:

  • Timely bill realization
  • Reduced collections issues
  • Fewer inbound calls
  • Elevated NPS and CSAT scores for utilities