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| Home > Industry Focus > Utility |
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As the Utility Industry is grappling with mounting challenges, due to deregulation, consolidation and ever increasing competition, it becomes imperative for the Utility Industry to re-define its technology and business process capabilities. New models of value creation, changing dynamics across the business process and the strict regulations from the local and central authorities are transforming the Utilities sector from a traditional integrated sector to a highly competitive customer-centric sector. |
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| The Utility Companies are exposed to spiraling wholesale pricing volatility and face the uncertainties of the competitive customer markets forcing them to comply with the ever-changing Regulatory & Reporting Requirements and reduce costs to achieve top quartile operating and cost performance. |
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| Thus Utility companies are turning to Outsourcing as a Strategic Initiative to improve the Operational Effectiveness |
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| Outsourcing Customer-facing activities is being adopted as a viable option for the utility segment looking to reduce Cost of Operation, improve Process efficiency to keep up with the competition, regulatory pressure and increased Customer Satisfaction |
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Utility companies have been the active buyers of multifunction BPO – IDC |
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Adoption of Process Centric Customer Service is the number one strategy for utility companies to beat regulatory challenges and differentiate their business |
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60 percent of the water utilities industry have been outsourced or plan to outsource to India |
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HCL advantage |
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HCL’s BPO practice across the utilities sector allows companies to achieve their objectives through |
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Process improvement |
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Labor arbitrage |
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Technology innovation |
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HCL’s Strong Experience in Regulatory Constraints like OFCOM, OFWAT, OFGEM, OFT, FDCG, FDCA etc |
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HCL utility Centre of Excellence brings in tangible business benefits for the utility segment by |
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Reducing Daily Sales Outstanding |
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Reducing Customer Disputes |
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Increasing Collection Amount |
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Reducing On Account Receipts |
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Ensuring Quality Accuracy and meeting Cycle Time Adherence |
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15 years of rich experience in Utilities Transformation and SAP for global utility clients |
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Over 2500 consultants and advisors working on proven Utility Back Office Solution, Works and Asset Management, CRM and Billing |
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HCL Expertise in Utilities Segment |
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60 million transactions handled on Customer Support, Metering Support and Dispute Management |
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More than 700+ qualified and certified Collection Experts to manage Debt Collections |
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Dedicated WFM platforms and process to forecast ever fluctuating utility transactions |
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20+ billing processes and over 15 million billing transactions handled for various regulatory clients |
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Proven Process compliance and understanding of OFWAT, OFCOM, OFGEM, FDCA, FDCG, OFT |
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Post Processing experience of 3 million+ transactions, purging 90 million archive pages and scanning an estimated 40-50 million pages |
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HCL Utility Service Offerings |
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| HCL provides utility services for global clients across, the US and the UK, understands the challenges and knows where the opportunities are, to create greater efficiencies and adaptability. HCL possess the capability to provide the entire gamut of front office and back office services in the utilities sector. |
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| Customer Service Management |
Customer Acquisition Services |
Billing and Collection Services |
Service Order Management |
Customer Financial Management |
| Customer Care Support |
Campaign Management |
Billing & Invoice residential and commercial customers |
Order Processing |
Accounting Services |
| Billing and Account Enquiries |
Account Setup & Management |
Billing of Unmetered Services |
Order Fulfillment |
Accounts Payable |
| Customer Up-sell |
Market Research |
Collections Management |
Meter to Cash Services |
Accounts Reconciliations |
| Customer Retention |
Awareness generation |
Customer Disputes / Refunds |
New Meter & Exchange Requests |
Credit Management |
| Electronic Customer Service |
Sales for Residential and Commercial Customers |
Payment Processing |
Meter Reading Validation |
Reporting and Analytics |
| Letter Correspondence |
Contracts Management |
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| Process Move-in / Move-out |
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| Back Office – Voice, Mail and Web-based Services |
| HR Support and Payroll Processing |
| Knowledge, Legal and Post-processing Services |
| Supply Chain Management / Procurement Management |
| Research & Analytics – Customer Service and Operations Analysis |
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| SCM for Utilities |
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| Our Specific Utility focused service offerings include |
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| Sourcing |
Logistics Support |
Inventory Planning & Management |
Order Management System |
Warehouse Management |
SCM Visibility & Tracking |
| Vendor Management |
Transportation Planning & Management |
Inventory Forecasting/Analytics |
Order Fulfilment |
Goods Receipt |
Fulfilment Visibility and Tracking |
| Requirement Processing |
Distribution Management |
Replenishment Panning |
Order Routing & Optimisation |
Warehousing & Storage |
Promotional Planning |
| Source Strategy |
Freight Costing |
Master Data Management |
Order Substitution |
Merchandise Distribution |
Procurement Visibility & Tracking |
| Supply Order Collaboration |
Freight Audit |
Product Tiering/Mapping |
Sales Order Processing |
Outbound Processing |
Transportation/Fleet Visibility & Tracking |
| Spend Analytics |
Fleet Management |
Product Coding (UNSPSC, EAN) |
Pricing & Billing |
Returns |
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| E-Sourcing |
Reverse Logistics |
SKU Data Management |
Returns Management |
Virtual Warehousing |
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| Direct/Indirect Procurement |
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Spend Analytics |
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Cross Docking |
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