Client background

Client: NRGi

Industry: Energy & utilities

Products/Services: Power generation, transmission and distribution

Areas of operation: Denmark

Challenges

Denmark had opened up its energy sector and adopted a ‘wholesale model’ to establish a competitive market and bring in transparency for customers. This led NRGi to take specific measures in preparing for a digital future:

• Comply with new regulatory requirements while reducing the high cost-to-acquire
• Build new B2B revenues. Launch a multi-brand "retailer-in-a-box" service which offers retail customer operations to small third-party suppliers, with a pay-per-use model
• Become more customer-centric with simplified and personalized multi-channel experience
• Organize data and extract insights to obtain a single view of its customers

Solution

Aligning with the NRGi’s vision for growth, Wipro deployed “Customer Experience Management Solution for Utilities” – a digital, cloud-based Customer Information System (CIS) as-a-Service. Key features of the solution include:

• Integration of Oracle Utilities CC&B and MDM platforms with Oracle CX Cloud in a hosted and managed service model
• Support for key business processes: Customer management, Metering & billing, Payments, Letter & bill print, Digital channels, etc
• Enhanced digital channel capability through Oracle CX Cloud integration with multi-channel communication management
• Template-based approach to enable faster implementation (40% reduction in efforts)

Business impact

This innovative solution helped NRGi transform into a customer-centric organization. Key benefits include:

• Compliance with new ‘wholesale model’ requirements in Denmark
• Reduced total cost of ownership through opex-based as-a-Service model
• Advanced CRM functionality, providing:
  • Social media and chat-based support
  • Context-aware knowledge management
  • Increased accuracy and responsiveness of agents
• 360-degree view of customers resulting in enhanced experience
• 89% reduction in time taken for order registration handling
• Enabled business agility and faster time-to-market
• Boosted revenues by offering the solution to other small & medium utility companies in Denmark through a ‘Service Bureau model’

“Our vision was to drive towards customer excellence and innovation. We chose Wipro as our strategic partner because of their ability to align to this vision with deep technology expertise, domain knowledge and industry insights. Wipro’s integrated perspective has helped us connect the dots and identify the optimal roadmap for our transformation program.”

-Kim Damsgaard, Head of Digital Transformation, NRGi