The Situation Today
Excellence, for a utility company, isn’t just about ensuring a continuous supply, but also about consistently and sustainably delivering a complete customer experience across the channels that a customer is most comfortable using, at an affordable cost.
Today, customers have almost immediate access to information about usage patterns, competitor prices, energy efficiency versus their neighbor’s - and all this over a variety of highly interactive and public channels including the web, IVR, call center, mobile, social media, and more.
To become world-class, from a customer experience perspective, utilities must provide accurate information, offer customer engagement operations and enable meaningful interactions across all of these channels, which need to be continually monitored to understand customer sentiment and to identify emerging customer and business process issues. Additionally, a world-class utility needs the ability to flex its capabilities as demand shifts across channels.
How HCL Can Help
HCL’s Engage is a pre-defined Gold Standard utilities customer engagement platform. Engage is based on proven utilities’ industry best practices developed over our 25 year experience in implementing utility customer care and billing solutions, more than any other systems implementer.
- is the utilities customer engagement platform of the future
- delivers guaranteed levels of business process performance
- re-platforms your operations onto the latest technologies owned by you with no transfer penalties
- is available on a component-by-component basis, as a managed service or as a complete BPO offering
Engage processes are enabled via pre-configured best-of-breed technology components covering all aspects of utilities customer care - from billing to mobile interactions, IVR to dynamic multi-channel content management, campaign planning to offer management, and all with pre-built integration allowing processes to work seamlessly across the different technologies.
Engage – HCL’s Operating Platform for Utilities
What You Can Expect
‘Pre-configured’ doesn’t mean inflexible. As Engage is based on a fully defined, integrated reference model, individual components can be adopted and customer specific changes can be easily delivered. Engage customers can choose which Engage components they want to deploy, how they are provisioned, operated or supported, as well as the funding mechanism - all with the certainty that components can be added or removed as market circumstances or business requirements change.
What We’ve Done For Others
Engage isn’t just a concept, it’s a live platform that has been implemented for real utilities operating today, in North America.
One of the largest energy and home services retailers in North America was able to completely re-platform its legacy estate while transforming its customer engagement operations, based on HCL’s Customer Engagement Platform (Engage). The implemented Engage model includes technology, infrastructure, business operations and IT outsourcing. This new operational model recently went live in the fourth quarter of 2014 and the new call centers have exceeded on agreed SLAs every day since go-live, all at an annual cost significantly below that which was agreed upon with the previous vendor.