Utility BPO Solutions and Order Management | HCL TECH

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Order Management and Utilites BPO Services

Overview

The pace and impact of change in the global utility industry is staggering. Distributed generation and digitization, stringent carbon emission regulations, and escalating customer expectations are some mega-trends revolutionizing the industry.

Consequently, the need for innovative utility solutions ensuring environmentally-sustainable supply of energy with cost effectiveness is at an all-time high.

The global water and waste-water industry has also witnessed changes—from water-market deregulation to a steady decline in water quality. Ageing water infrastructure leading to leakage has become a critical challenge in both the developed and developing world.

Further, the advent of social media has compelled utility companies to connect with customers via multiple channels and fine-tune interactions to address specific customer needs.

In this current scenario, the industry seeks utility solutions that could help them in customer journey management - understanding and meeting the ever-evolving consumer needs and delivering vibrant and differentiated customer experiences. Utility service providers are also tasked with re-adjusting their business models to operate in the new energy future – an environment that demands matchless energy efficiency.

HCL, a next-gen technology partner, is committed to helping organizations deliver top-notch end-customer experiences, while realizing tangible business benefits and operational excellence through robust utility services. HCL understands that for organizations to be a leader in the utility services space, it is crucial to leverage an optimal mix of cutting-edge automation tools and digital as a service powered by technology innovation and process re-engineering.

Solutions

Analytics for change

Analytics helps to understand usage patterns of customers, manage energy constraints, improve regulatory compliance, prevent fraud, and provide personalized customer plans which helps to retain customers

Platform and Products - HCL’s ‘Engage’ model

HCL’s ‘Engage’ model offers support for utility companies that are in need of a comprehensive service and infrastructure solution

Platform and Products - HCL’s ‘mCEM’

Putting customers in control of their account and energy usage – mCEM provides a true customer experience as an app

Services

CONNECTIONS TO COLLECTIONS OPERATIONS MANAGEMENT

CONNECTIONS TO COLLECTIONS OPERATIONS MANAGEMENT

End-to-end utility billing services include meter reading, invoice production and distribution, payment receipting, debt management, financial performance reporting, and reconciliations.

CUSTOMER JOURNEY MANAGEMENT

CUSTOMER JOURNEY MANAGEMENT

We understand the need to connect with customers across various channels and deliver customized interactions based on their requirements.

SMART METERING MANAGEMENT

SMART METERING MANAGEMENT

With increasing deployment of smart metering systems, there’s a need to smoothen the transition and negate the associated risks.

DIGITAL-AS-A-SERVICE

DIGITAL-AS-A-SERVICE

HCL’s digital solutions position the customer, device, organization, and business processes at the core of business transformation.

Client Success

CASE STUDIES

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Insights & News

blogs

THOUGHT LEADERSHIP

INSIGHTS

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Solutions Template 2:
Solution Title:
Analytics for change
Solution Description:

Analytics helps to understand usage patterns of customers, manage energy constraints, improve regulatory compliance, prevent fraud, and provide personalized customer plans which helps to retain customers

Solution Title:
Platform and Products - HCL’s ‘Engage’ model
Solution Description:

HCL’s ‘Engage’ model offers support for utility companies that are in need of a comprehensive service and infrastructure solution

Solution Title:
Platform and Products - HCL’s ‘mCEM’
Solution Description:

Putting customers in control of their account and energy usage – mCEM provides a true customer experience as an app

Serviceline Inner Whitepaper Header:
THOUGHT LEADERSHIP
Serviceline Inner Thought Leadership Header:
INSIGHTS
Services Template 2:
Services Description:

End-to-end utility billing services include meter reading, invoice production and distribution, payment receipting, debt management, financial performance reporting, and reconciliations.

Services Icon:
CONNECTIONS TO COLLECTIONS OPERATIONS MANAGEMENT
Services Title:

CONNECTIONS TO COLLECTIONS OPERATIONS MANAGEMENT

Services Description:

We understand the need to connect with customers across various channels and deliver customized interactions based on their requirements.

Services Icon:
CUSTOMER JOURNEY MANAGEMENT
Services Title:

CUSTOMER JOURNEY MANAGEMENT

Services Description:

With increasing deployment of smart metering systems, there’s a need to smoothen the transition and negate the associated risks.

Services Icon:
SMART METERING MANAGEMENT
Services Title:

SMART METERING MANAGEMENT

Services Description:

HCL’s digital solutions position the customer, device, organization, and business processes at the core of business transformation.

Services Icon:
DIGITAL-AS-A-SERVICE
Services Title:

DIGITAL-AS-A-SERVICE