Utility company in the USA
Technology roadmap consulting for a Contact Center, to navigate their digitization journey and deliver early results
While digitization of customer contact centers is a priority for most utilities, developing a contextual roadmap that delivers real business outcomes and maximizes the return on investment (ROI) from existing assets is critical. Our client – a US-based, vertically integrated utility, engaged Wipro in a consulting assignment to achieve the following objectives:
- Evaluate the current product utilization level and recommend measures to improve customer experience and ROI.
- Analyze recommendations from a technology standpoint and develop a technology roadmap
How Wipro ensured client success
We used our proprietary contact center assessment framework that combines our deep expertise in the utility domain, with our experience in designing and supporting contact centers across many industries. The approach we adopted, guided by this framework, is briefly described below:
As-Is Benchmarking: We benchmarked critical contact center capabilities, such as customer experience, channels of engagement, knowledge insights, resource management, and workforce management, against the best-in-class across various industries. This exercise enabled the client to understand the as-is capability compared to the best-in-class and evaluate their current strengths and weaknesses.