Energy and Utilities | Tech Mahindra

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.More

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

Thought Leadership

redefining-utility-consumer-experience-in-digital-era

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Redefining Utility Consumer Experience in Digital Era

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Chatting for Change: Conversational AI – The Emerging Frontier, Harnessing E&U Revolution

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Chatting for Change: Conversational AI – The Emerging Frontier, Harnessing E&U Revolution

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https://www.techmahindra.com/insights/views/smart-home-utilities-support-solution-powered-arrayent-iot-platform/

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Smart Home Utilities Support Solution Powered by Arrayent IOT Platform

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https://www.techmahindra.com/insights/views/optimize-productivity-meter-cash-m2c-techms-business-process-exception-management-part-1/

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Optimize Productivity and M2C with Business Process Exception Management for Utilities: Part 1/2

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optimize-productivity-meter-cash-m2c-techms-business-process-exception-management-part-2

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Optimize Productivity and M2C with Business Process Exception Management for Utilities: Part 1/2

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Smart Solutions to Proactively Optimize Utilities Debt Collections

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Smart Solutions to Proactively Optimize Utilities Debt Collections

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Modernizing Debt Collection Systems in Water Utilities

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Modernizing Debt Collection Systems in Water Utilities

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AMI Command Center Support Using isMobile Platform

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AMI Command Center Support Using isMobile Platform

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Why You Need Process Mining for Digital Transformation in Utilities Business

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Why You Need Process Mining for Digital Transformation in Utilities Business

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