Energy and Utilities

Leveraging Industry-Recognized Expertise

Our energy & utilities (E&U) footprint delivers customer-centric and market-leading outcomes across electricity, gas, water, renewables, and oil & gas sectors. Tailored for residential, small and medium enterprises (SME), and industrial and commercial (I&C) customers, our approach drives digital transformation, decentralization, and regulatory compliance, enabling fully automated “digital lights-out” operations. Through our 'NXT.NOW' framework, we integrate artificial intelligence/machine learning (AI/ML), smart analytics, workflows, and automation to enhance operational efficiency, strengthen market positioning, and deliver personalized customer experiences (CX). Our solutions extend to smart cities, distributed energy resources (DER), and renewables, addressing diverse market needs.

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Our Offerings

Intelligent Customer Service

Our digital-first customer service solution delivers real-time communication that educates customers about personalized services. It provides broad integration capabilities, automated digital assistance, omnichannel experiences, and AI-powered customer interactions.

Business Impact:

>75% Customer Adoption
45% Reduction in Operational Expenses
25–30% Reduction in Volume
72% Improved Customer Satisfaction

Conversational Intelligence

Our intelligent conversational AI platform transforms contact centers into digital experience centers by creating a seamless digital conversational experience across messaging channels like SMS, Facebook Messenger, Apple Business Chat, WeChat, Line, WhatsApp, and more.

Business Impact:

15–20% Improvement in Self-Service
5–15-Point Increase in NPS
10–15% Reduction in Call Handling Time
5–20% Growth in Revenue

Virtual Customer Service

Our work-at-home CX solution using a geographically dispersed and virtual ambassador model with 100% remote SmartVirtual™ enhances customer interactions. It also offers an agile response to business disruption and CX challenges.

Business Impact:

90% Customer Satisfaction Achieved
200 Agents Ramped Up in 4 Weeks
Natural In-Built Business Continuity
Easy Access to Diverse Skills and Languages

Smart Home Solutions

Our Arrayent® smart home solution delivers energy-efficient support for connected devices enabling real-time monitoring, self-serve scheduling, and proactive device management. It personalizes customer support using advanced analytics, insights, and automation.

Business Impact:

15–20% Reduction in Energy Bills
10–15% Reduction in Cost-to-Serve
20–25-Point Increase in NPS
~10% Improvement in Agent Utilization

Intelligent Back-Office Operations

Our intelligent back-office operations help proactively manage revenue journeys and address exceptions automatically. They create a coherent view of exceptions linked to a specific utility customer and streamline the meter-to-cash processes.

Business Impact:

30–40% Savings in Annual Costs
Up to 13% Increase in Net Promoter Score
85% Reduction in Handoff Instances
~40% Improvement in First-Time Resolution

Debt Management and Smart Collections

Our debt management and collections solutions streamline the meter-to-cash customer journey, personalizing CX with a data-driven, campaign-based approach. This enhances customer experience and supports affordability, financial well-being, and compliance while improving conversion rates.

Business Impact:

50% Reduction in Delinquency Rates
20–30% Reduction in Operational Expenses
10–20% Improvement in Collections
20–25% Increase in Promise-Kept Rate

AMI Command Center

Our 24x7 AMI command center accelerates smart meter rollouts, operations, planning, scheduling, maintenance, and data management, with real-time features, a mobile app for field crews, and smart meter data integration.

Business Impact:

Up to 90% Centralized Monitoring in the Data and Analytics CoE
10–15% Improvement in Savings
25–30% Faster Resolution Times
4–6% Reduction in Average Handle Time

Digital M2C Business Process-as-a-Service (BPaaS)

Our cloud-based CIS and billing solution for utilities offers pay-as-you-go pricing, pre-configured workflows, seamless AMI/AMR integration, and data-driven analytics to optimize operations, collections, and meter-to-bill processes.

Business Impact:

20–30% Reduction in Delivery Lead-Time
80–90% Reduction in Manual Exception Handling
25–30% Reduction in Operational Costs
5–10-Point Increase in NPS

Acquisition and Retention

Our platform-driven acquisition and retention solution combines omnichannel customer engagement and new service registration. It leverages data analytics, personalized marketing, AI/ML, automation, and process mining to target specific customers or segments and increase wallet share.

Business Impact:

7-8% Improvement in Revenue Per Call
~5% Increase in Leads Attempted
10-12% Reduction in Customer Churn
~30% Boost in Cross-Sell Opportunities

Digital Process Discovery

Our cloud-based process mining suite uses advanced analytics to extract data insights, reveal patterns, identify inefficiencies, extract hidden details in event logs, and generate visual process maps for data-driven diagnosis and streamlined automation.

Business Impact:

10 Mn Incomplete/Delayed M2C Meter Read Documentation Identified
$1 Million in Potential Annual Savings
+20-30% Improvement in Process Productivity
+10-15% Improvement in the Bottom Line

Renewables

Our renewable solutions drive energy efficiency and sustainability across the solar rooftop adoption value chain. Our services span loan origination, account management, complaints handling, financial management, collections, and recoveries, while proactively engaging consumers at every step of the journey.

Business Impact:

40-50% Increase in ROI
15-20% Growth in Order Value
10-20% Reduction in Response Time
15-20% Improvement in C-SAT Scores

E-mobility

Our smart charging solutions enable EV charging infrastructure with smart charging solutions, demand response, and load balancing, ensuring grid stability and accelerating the transition to sustainable, greener transportation solutions.

Business Impact:

30-40% Revenue Increase
15-20% Growth in Customer Acquisition
10-20% Increase in CLTV
20-30% Reduction in Cost to Serve

GIS Services

Our GIS-based solutions integrate with legacy systems to support field services with efficient surveys, data management, analytics, asset tracking, spatial visualization, geofencing, and real-time monitoring.

Business Impact:

5 Million+ KM Geospatial Data Collected
35 Million+ KM Geospatial Data Processed
55,000 KM Map Data Production

Procurement and F&A

Our AI-driven solutions automate processes with AI to improve efficiency, accuracy, and access to financial data while enabling real-time planning, reporting, and optimizing customer service, compliance, and ERP transactions.

Business Impact:

+35% Reduction in Procurement Operation Cost
+30% Savings Through Contract Analysis
8-12% Sourcing Savings on Select Categories
+90% Supplier Compliance

Energy Tradition and Risk Management (ETRM)

Our ERTM solutions improve the efficiency of back-office processes and modernize middle-office and front-office processes by aligning the trading infrastructure with the enterprise risk profile for accurate trade execution.

Business Impact:

100% Transactions Tracked and Recorded
Regulatory Compliance Ensured
Reduced Operating Cost
Increased Profits and ROI

Industries We Serve

Electricity

We deliver industry-leading solutions that leverage AI/ML, analytics, and automation to improve regulatory compliance, accelerate smart metering benefits, enhance customer experience (CX), and enable fully automated "lights-out" operations.

Gas

Our tailored solutions focus on optimizing operations and enabling sustainable, decentralized energy distribution. From intelligent back-office operations to smart analytics and workflows, we drive safety, efficiency, and regulatory compliance, ensuring a seamless customer experience (CX).

Water

We leverage innovative smart technologies to improve supply resilience, reduce leakages, and meet sustainability goals. Through digital metering, real-time monitoring, and automation, we streamline operations while enhancing customer satisfaction and resource management.

Renewables

We empower the renewables sector with innovative solutions that enhance efficiency and sustainability. From solar rooftops to energy storage and EV infrastructure, our solutions optimize grid integration, accelerate decarbonization, and provide end-to-end customer experiences using data-driven insights.

Oil and Gas

AI-driven solutions streamline exploration, production, and trading while supporting cleaner energy goals. They enable digital transformation, enhance efficiency, and reduce operational costs across upstream, midstream, and downstream oil and gas operations.