November | 2020
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:
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
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
Energy and Utility companies rely on their ETRM applications 24x7. With changes in the business, competitive and regulatory environments, ETRM application users have begun to demand, on average, three to six monthly enhancements.
The need for Energy Trading and Risk Management (ETRM) applications has seen immense growth throughout the IT boom. Initially these applications were very rudimentary, handling physical commodity deal capture and limited in terms of lack of mid and back ofce processing capabilities.
A Water Utility customer service unit deals with two types of customer enquiries and service requests. The first type relates to the retail side of business, covering billing, charges, metering and typically involve revenue and payment matters
© 2021 Wipro Limited |
|
© 2021 Wipro Limited |
Digital Operations and Platforms
Engineering, Construction & Operations
Pharmaceutical & Life Sciences