Customer Care & Retail

The Utilities industry in general and Utility retail in particular is undergoing a paradigm shift from the traditional operating model. Power, gas and water are becoming scarcer but the demand continues to rise. Regulatory imperatives, pricing pressures and an increasingly competitive market are creating fresh challenges that Utility retailers must address.

How Wipro Helps

Wipro understands that there is a need to adopt transformational changes within traditional business operations through increased efficiency of core retail processes, improved customer engagement and innovation in pricing models, product definition, channel management and adoption of digital platform.

Our solutions offer:

  • Optimized cost-to-serve
  • Improved and differentiated customer management based on strategic customer segmentation
  • Single integrated view of the customer, resulting in efficient service operations
  • Improved customer insights to develop customized products offerings and improve customer retention

The key features of our solutions are:

  • Business Transformation - leveraging industry best practices in billing and customer care, delivered through Business Outcome focused implementation of SAP ISU/CRM and Oracle CCB/CX
  • CIS-as-a-Managed Service - End-to-end managed services including implementation, upgrades and support through a hosted and managed services model
  • Mobility, customer self-service solutions and establishment of a digital platform
  • Customer analytics through predictive modeling and implementation of analytics platform

Customer Care & Retail Solutions