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Focus on the customer experience and increase satisfaction, reduce cost.

Customer engagement remains a top concern of utility executives worldwide, and for good reason. With renewables and alternate energy sources on the rise, leading utilities must now compete with a host of digital startups. This in turn is forcing them to reevaluate their infrastructure and upgrade systems and processes that have long been ignored—including CRM systems.
As more utilities embark on a journey to transform the customer experience, the greater the need for tight integration across customer touchpoints becomes clear. From customer service and workforce optimization to billing, payment and debt collection, Cognizant UtilityOne Insights helps you:
  • Create a scalable system landscape that easily integrates with legacy applications
  • Increase customer satisfaction across all devices and lower cost of ownership. Easily integrate with legacy customer applications
  • Lower turnaround time of customer calls
  • Upsell and cross-sell customers with related products and services of interest
Integrated customer communication
Integrated customer communication

Get a 360-degree view of client communications, including email, text messages and more. Automate email response using mobile apps and OCR.

Customer service and support
Customer service and support

Create a single point of contact with integrated voice, chat and video call handling. Streamline the agent desktop with automated processes and customer self-service.

Marketing and sales operations
Marketing and sales operations

Analyze customer preferences and create more effective marketing campaigns. Leverage machine learning to learn from the data and create next-best actions.

Latest thinking

Decision-making: The new frontier for automation

Decision process automation is a forward-looking, practical strategy to improve enterprise operations, enabling faster responses to rapidly changing conditions and identifying options for action based on a more complete exploration of potential outcomes.

Energy and utilities under pressure

Our recent study shows companies are already separating from the pack based on how they deploy advanced technologies and business models. In this ebook, we offer business and tech leaders in the fast-evolving E&U industry our research-based insights on the best next steps to take.

A power transmission tower
ADDITIONAL CAPABILITIES

Supporting service capabilities

Take the first step

Serving customers by looking forward as well as back is a big promise, but the power of today’s new digital capabilities is vast and growing.

Let’s talk about how digital can work for your business.