Utilities

As the Utility Industry is grappling with mounting challenges, due to deregulation, consolidation and ever increasing competition, it becomes imperative for the Utility Industry to re-define its technology and business process capabilities. New models of value creation, changing dynamics across the business process and the strict regulations from the local and central authorities are transforming the Utilities sector from a traditional integrated sector to a highly competitive customer-centric sector. The Utility Companies are exposed to spiraling wholesale pricing volatility and face the uncertainties of the competitive customer markets forcing them to comply with the ever-changing Regulatory & Reporting Requirements and reduce costs to achieve top quartile operating and cost performance.

Thus Utility companies are turning to Outsourcing as a Strategic Initiative to improve the Operational Effectiveness.

Outsourcing Customer-facing activities is being adopted as a viable option for the utility segment looking to reduce Cost of Operation, improve Process efficiency to keep up with the competition, regulatory pressure and increased Customer Satisfaction.

• Utility companies have been the active buyers of multifunction BPO – IDC
• Adoption of Process Centric Customer Service is the number one strategy for utility companies to beat regulatory challenges and differentiate their business
• 60 percent of the water utilities industry have been outsourced or plan to outsource to India

HCL Advantage

• HCL’s BPO practice across the utilities sector allows companies to achieve their objectives through:

1. Process improvement
2. Labor arbitrage
3. Technology innovation

• HCL’s Strong Experience in Regulatory Constraints like OFCOM, OFWAT, OFGEM, OFT, FDCG, FDCA etc.
• HCL utility Centre of Excellence brings in tangible business benefits for the utility segment by:

1. Reducing Daily Sales Outstanding
2. Reducing Customer Disputes
3. Increasing Collection Amount
4. Reducing On Account Receipts
5. Ensuring Quality Accuracy and meeting Cycle Time Adherence

• 15 years of rich experience in Utilities Transformation and SAP for global utility clients
• Proven Utility Back Office Solution, Works and Asset Management, CRM and Billing

HCL Expertise in Utilities Segment

• 60 million transactions handled on Customer Support, Metering Support and Dispute Management
• More than 700+ qualified and certified Collection Experts to manage Debt Collections
• Dedicated WFM platforms and process to forecast ever fluctuating utility transactions
• 20+ billing processes and over 15 million billing transactions handled for various regulatory clients
• Proven Process compliance and understanding of OFWAT, OFCOM, OFGEM, FDCA, FDCG, OFT
• Post Processing experience of 3 million+ transactions, purging 90 million archive pages and scanning an estimated 40-50 million pages

HCL Utility Service Offerings

HCL provides utility services for global clients across, the US and the UK, understands the challenges and knows where the opportunities are, to create greater efficiencies and adaptability. HCL possess the capability to provide the entire gamut of front office and back office services in the utilities sector.

SCM for Utilities

• Business Services
• Indsutries we Serve