Generating profits from digital enhancements

Engage with customers. Create compelling experiences.

In a digitally-connected world, customer experience management (CXM) plays a vital role in engaging customers in demand response programs. For example, energy conservation measures that help customers understand their energy usage better and provide an enhanced user experience help utilities and customers alike save money and resources. Cognizant areas of expertise include:

• Customer segmentation
• Analytics
• Customer self-service
• Omnichannel customer service
• Integrated customer communications
• Social media monitoring and analysis

We have built several targeted solutions in this area such as UtlityOne Engage and UtilityOne Insights. They can be implemented quickly and deliver award-winning CXM features such as omnichannel integration and single call resolution (SCR).

Build a world-class CRM foundation

Effective customer relationship management (CRM) operations are a critical foundation to a utility company’s customer acquisition and retention goals. But building a solid CRM foundation is no easy task. Organizations must not only identify the best CRM technologies for their business, but also must guide effective change management strategies to bring their people and processes in line with their business goals.

Cognizant's global CRM practice has extensive experience implementing CRM solutions across the electric utility value chain. We have partnered with leading CRM vendors to do so. These partnerships allow us to address CRM requirements specific to the utility business using mobile, social and e‑commerce channels.

Most importantly, Cognizant's technology expertise—combined with business consulting insights—helps organizations successfully implement and adopt CRM technologies, ensuring improved customer relationships and a higher ROI.

Transform your asset management operation

The electric utility industry is highly asset-intensive and faces major challenges in maintaining reliability from its aging critical infrastructures and workforce.

Cognizant’s enterprise asset management (EAM) solutions and services for utilities provide implementation and systems integration of systems such as planning and scheduling, mobility, analytics and asset life cycle management. They help utilities drive down costs and utilize assets better. Our expertise includes:

• EAM process improvement
• EAM package selection and implementation
• Mobile asset and work management
• Integration with GIS for design, mapping and operations
• Asset data management and analytics for condition‑based maintenance

We have developed several targeted solutions and accelerators such as APEx—Asset Performance Excellence for utility network assets, the IBM Maximo upgrade kit, and other accelerators to help utilities transform their enterprise asset management programs.

More insights from smarter grids

With electricity providers installing millions of smart meters and devices into their power system grid and upgrading to advanced data transmission networks, the utilization of data is transforming how utilities operate.

Cognizant’s smart grid solutions and services introduce advanced data and predictive analytics capabilities to managed networks.