CONTACT US

Energy & Utilities (E&U) companies, recognize the need for effective customer experience management and are prioritizing digital
solutions and a streamlined data flow to ensure accurate, timely resolutions. This transformation requires flexible, tailored
approaches that address evolving demands from customers in the backdrop of a dynamic business and regulatory landscape.

At WNS, we partner with E&U businesses to co-create digital-centric customer journeys. Leveraging data-driven strategies and
innovative contact center solutions with our human-digital CX framework, WNS EXPIRIUS, we address emerging business and
customer needs.

Energy & Utilities (E&U) companies, recognize the need for effective customer experience management and are prioritizing digital solutions and a streamlined data flow to ensure accurate, timely resolutions. This transformation requires flexible, tailored approaches that address evolving demands from customers in the backdrop of a dynamic business and regulatory landscape.

At WNS, we partner with E&U businesses to co-create digital-centric customer journeys. Leveraging data-driven strategies and innovative contact center solutions with our human-digital CX framework, WNS EXPIRIUS, we address emerging business and customer needs.

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

Personalized-Onboarding

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

Customize-Real-time

Customized, real-time dashboards mapping key user onboarding metrics

Targeted-Campaigns

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.

  • Boosted NPS by 3x for a major Australian and UK utility within 7 months.
  • Improved SLA by 25% SLA, coupled with a 40% increase in CSAT scores for a leading UK water utility.
  • 53% increment in digital channel adoption for a UK energy utility
  • Reduced more than 4 million voice contacts in 1-year post digital channel launch for a top UK energy utility.
  • Improved FCR by 90% for a UK-based a B2B utility provider.

What We Offer

Content-Interpretation

Content interpretation and categorization

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

Business insights via customer ticket analysis

Actionable-Insights

Actionable Insights through speech analytics

  • Uncover opportunities for improved handle time and efficiency
Elevating-First

Elevating First Call Resolution (FCR)

Enhanced-CX-Digital

Advanced training and knowledge dissemination

Enhanced-CX-Digital

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.

  • 47% reduction in complaints in 5 months for a UK water utility
  • 20% improvement in complaint accuracy for a UK-based energy retailer
  • Day 0 complaints resolution for more than 90% of the tickets

What We Offer

Streamlined-Complaint

Streamlined complaint identification

FCR-Enhancement

FCR enhancement with historical data analysis

Optimized-Handle

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

Content-Interpretation

Regulatory compliance by adding customers to the Priority Services Register

Proactive-updates

Proactive updates of vulnerability parameters in customer accounts

Identify-Customers

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

Engage-with-Customers

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

We acknowledge that triggers can be subtle and hidden within calls.

Our approach:

Active listening

Continuously listen for verbal triggers during interactions

Prompt notes

Make immediate notes to address vulnerabilities later in the call

Examples of verbal triggers:

  • I currently receive a pension
  • I’m nearly 80 years old
  • I’ve got to pick up my children from school.

Our agents systematically check for triggers present in customer accounts.

Date of birth

Customers aged 65 or over are flagged as vulnerable (pensionable age)

Customer record

Agents review financial and medical records to assess vulnerability

Data updates

If customer information has not been updated in the last six months, agents proactively request updated information

We leverage data from reputable Credit Referencing Agencies (CRA) to identify vulnerable customers.

External data sources

Utilize data from trusted aggregators like TransUnion and Experian

Analytics model

Employ a robust analytics model to identify vulnerability using critical data points and flags from external data sources

Social Media

With customers increasingly using social media to post queries, reviews and complaints, E&U companies must make social media platforms an integral part of their CX strategy. We analyze customer sentiments on social media platforms and leverage those insights to enhance service, foster customer loyalty and strengthen brand equity.

What We Offer

Drive customer engagement

WNS SocioSEER is an advanced social media monitoring, listening and analytics platform that cuts through the white noise and sifts out relevant insights for marketers. It has the power to impact the top line and strengthen brand equity.

EXPLORE MORE

EU-Social-Media
search