Energy, Resources & Utilities

Emerging trends of macroeconomic, regulatory, environmental, consumer and technology issues is compelling utilities globally to examine their existing business models and find innovative ways to deliver best in class services. Utility companies need to combat these challenges, by taking advantage of changing customer needs through implementation of sophisticated service models to improve customer experience, with a decrease in "cost to serve". Considering the disintegrated structure of the industry, it is a grueling task to solely manage the step changes in process, costs, technology platforms and service that are the key drivers for improved performance.

Thereby, Utility companies need to adopt Business Process Outsourcing (BPO) as a strategy to transform into a more profitable business. TCS's Utility BPO services helps clients in the Utilities vertical to achieve high performance, to improve customer experience, to dynamically respond to changed market conditions and to facilitate them to upturn into a stronger and strategic industry player.

 

Client Challenges

  • Customer Management - acquisition and retention – improving customer experience
  • Enhance sustainability
  • Maximizing operational and administrative efficiency
  • Managing large volumes of transactions
  • Regulatory  Compliance - aligning regulatory rules, customer needs and operations
  • Aging workforce

What TCS Provides

ERU offerings span across the following:

Revenue Services

  • Metering 
  • Billing
  • Revenue Collection
  • Debt Management
  • Finalize Accounts

Asset Management Services

  • Health and Safety
  • Land Search
  • Leakage Management
  • Capex Planning and Delivery
  • GIS

Regulatory Backlog and Clearance

  • Customer Services Management
  • Bill Management
  • Metering Management
  • Collections
  • Credit Management
  • Finalize Accounts

Customer Service Back Office

  • Retain Customers
  • Establish Customer and Property
  • Maintain Customer and Property
  • General Correspondence

Horizontal Service Offerings include:

  • Human Resource Outsourcing
  • Finance and Accounting Outsourcing
  • Supply Chain Management
  • Analytics

Business Value

  • Effective optimization of operational levers to improve profitability by reducing costs. Reduction of cost to serve up to  45%
  • Improved liquidity and cash flows-by improving billing cycles and reducing credit periods. Total call volumes in debt management handled in ’08 - 84 million
  • Enhanced revenue assurance by plugging revenue leakages through metering and debt management
  • Assured 100% compliance to regulations set by OFWAT, OFGEM, OFT (Office of Fair Trading ) of UK, AEMO (Australian Energy Market Operator) and ERA (Economic Regulation Authority)
  • Streamlined management of backlog, generated during conversion from legacy to ERP. TCS has handled backlog volumes greater than 2.5 million for our clients. Cleared backlog volumes one month before the stipulated time thereby saving US$1 m (approx) for a client.

NEXT STEPS

From aligning your IT with your business needs to an end-to-end strategy for transforming your enterprise, TCS has the world-class experience and expertise that you need. Contact a Consultant

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