Customer insights elevate end-customer experience and improve business outcomes

Client

American utility company providing electricity to more than a million customers

Business objectives

Our client set out to achieve multiple high-priority objectives concurrently:

Improve customer satisfaction performance relative to its peers in national surveys.
Deliver best-in-class customer experience across engagement channels.
Reduce front office operating costs by 20%.
Improve revenue and cash flow by reducing bad debt.
Increase customer uptake of new programs and services.

Our client knew that the solutions lay within their data. They achieved their objectives by partnering with Wipro to systematically deliver a pipeline of advanced analytics solutions.

How Wipro delivered client success

Customer insights elevate end-customer experience and improve business outcomes

Foundational capabilities:

Our priority was to help our client truly understand their customers. We enriched historical customer data such as consumption, payments, contacts and customer satisfaction surveys, and integrated it with third-party demographic data. We then applied advanced data engineering and machine learning methods to deliver foundational solutions, such as Customer Segmentation Models, Customer 360 Views and Customer Satisfaction Analytics. This foundation helped deliver higher-order outcomes through subsequent use cases.

Advanced capabilities:

Wipro then helped the client rapidly deliver a range of advanced use cases, targeted at specific customer experience and operational outcomes. To translate the analytic models and visualizations into real outcomes, we applied automation and integrated them into the call center, back-office, and field service workflows. We also helped embed mature capabilities for long-term model maintenance and platform and data sustenance.

The impact

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Customer insights elevate end-customer experience and improve business outcomes

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