Utility and energy companies face cost saving imperatives even as they try to meet the changing demands of customers with innovative services, implementing smart metering solutions and ensuring an omni-channel access. They also have to contend with varied regulatory requirements and environmental mandates in different countries. For some, particularly the state-owned utilities, budget constraints make new technology investments challenging. A shrinking talent pool is also adding to the concerns in this sector.

WNS offers a range of Business Process Management (BPM) solutions to utility and energy companies to build robust and smarter processes and prune operational costs. These end-to-end services and offerings propel companies towards outperformance. Our analytics-driven engagements, end-to-end process solutions, technology and client-centric consultative approach, combined with delivery excellence, result in transformational outcomes for clients.

WNS’ solutions reduced revenue leakage by 10% and cleared un-reconciled historical balances totaling USD 6.5 M..
A leading FTSE100 UK utility recovered debt worth £9.2 million; saved £8.5 million by achieving operational im..
WNS’ BPM services also enabled the client to reduce the time required for closing books of account by 30% redu..

The WNS Advantage

Deep domain expertise and process knowledge

We leverage years of industry and process experience in the utility and energy industries to offer clients the talent and solutions to outperform their business challenges. We have more than 2,500 FTEs serving utilities and energy clients.

Adoption of best practices

We leverage inter-industry capabilities and benchmarks from our experience in servicing 200+ clients and 600+ processes across our organization.

Robust delivery capabilities

Our delivery capabilities spread across contact center, back-office processing and shared service with more than 9,500 FTEs who together process 26 million transactions annually.

Proven expertise

We have proven expertise of delivering services through transformation, analytics and technology using innovative commercial models across the utilities and energy industry value chain.

"WNS provides us a blend of functional expertise and process capabilities which spans across our diverse portfolio. Our partnership with WNS has become an integral part of our operations and we look forward to maintaining this stability and competitive advantage in a volatile energy market. "
Phil Bentley

Managing Director, British Gas

A 'High Performer' in HfS Research's Blueprint report 2015 on Utilities BPO
Utility Consumer Experience Management Platform WNS has developed this platform based on its extensive experience of engaging with the utilities and energy industry. This self-service platform encourages utility customers to transition from traditional voice and e-mail mediums to digital channels. With the help of its intuitive application suite, the platform brings step changes in customer experience and in the way companies engage with their customers.
Customer Management Services
  • Customer acquisition, customer retention, cross-sell / up-sell
    Customer analytics – segmentation, lifetime value analysis, NPS analysis
    Customer Care – queries, exception handling, correspondence (for example, IVR, chat, mail, social media)
  • CIS platform (with varying delivery models - hosted, Business Process as a Service (BPaaS)
    Account management, billing, collections, exception management
Operational Business Intelligence
  • Gather, integrate and analyze operational data / metrics
    Build dashboards, reports and online portals for better transparency and monitoring
    Pilferage management, work & asset management, outage management, meter data management
Advisory Services
  • Manage customer journeys
    Design programs to improve customer satisfaction and reduce cost-to-serve
    Design operating model for new business models like pay-as-you-go
Shared Services
  • Finance & accounting, collections, procurement
    HR administration, legal services
    Research & analytics
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