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Energy and Utilities

Why utilities BPO services are essential for business process optimisation?

The global energy and utilities industry is evolving rapidly, responding to the mounting pressure of enhancing customer experience, achieving sustainability, and ensuring regulatory compliance. However, as energy companies grow more dependent on data and technology to manage utilities services, managing them in-house can be challenging, expensive, and time-consuming. Utilities Business Process Outsourcing (BPO) services have emerged as an effective strategy to overcome these challenges and optimise utilities process efficiency for businesses.


Challenges in managing utilities services

As Industry 4.0 has brought about the digital revolution in the energy and utilities sector, collection, organisation, and management of data have become key challenges when it comes to managing utilities services. Manual data collection with the frequency necessary for the digital revolution can introduce many data inefficiencies and redundancies, giving rise to many challenges, such as managing different data formats, access to real-time data, and the heightened risk of errors in manual processing.

Leveraging automation solutions and utilities outsourcing for businesses can help overcome these challenges with utilities BPO services helping energy companies:

  • Use advanced technologies and next-gen tools to collect, manage, and build reliable databases for utilities data.
  • Have well-structured systems in place to extract data efficiently when managing varying billing formats.
  • Leverage cloud networks for efficient data entry, organisation, and storage.
  • Access real-time updates to facilitate data-driven decision management.
  • Automate vendor notifications to expedite utilities bill processing and optimise the billing cycle.

Key utilities BPO services

Utilities BPO services encompass an extensive suite of services tailored to the unique needs of the energy and utilities industry. Aimed at enhancing productivity, operational efficiency, and customer satisfaction, the key BPO services include:


Customer support and contact centre

Contemporary utilities BPO service providers offer a suite of customer support solutions, including contact centre, customer engagement, loyalty programs, and retentions. As a result, energy companies can outsource the tasks of handling inquiries and complaints while providing personalised communication to every customer and recommending relevant services. This can help them offer quick resolutions, maintain high satisfaction levels, and build strong customer relationships.


Back-office operations

Leveraging BPO services for back-office operations can help automate critical but tedious tasks, such as billing operations, documentation management, and data management. Outsourcing these allows energy companies to focus on their core activities and enhance efficiency.


Outage management and notifications

Handling outage notifications and management is a critical aspect of utilities services. Energy BPO services handle these using sophisticated systems to effectively monitor, manage, and report outages while providing timely information to customers.


Procurement and supply chain management

Utilities outsourcing for businesses also extends to procurement and supply chain processes, helping optimise these operations for enhanced efficiency and cost-effectiveness.


Renewable energy initiatives and sustainability projects

As the energy sector is evolving with customer expectations and global regulations, BPO services have also evolved to support renewable energy initiatives and sustainability projects energy companies must implement. This includes everything from project management and strategy implementation to regulatory compliance surrounding sustainable energy solutions.


Regulatory compliance

Energy BPO services are often adapt at handling all the compliance-related tasks and reporting requirements to help ensure compliance with industry guidelines and international standards.


Benefits of utilities outsourcing for businesses

Safeguard Your Energy Sector with Compliance Excellence

Safeguard Your Energy Sector with Compliance Excellence

Outsourcing utilities BPO services not only reduces administrative burden but also enhances operational efficiency and customer satisfaction. Some of the key benefits of utilities outsourcing for businesses include:

  • Boost customer acquisition and retention through consistent, high-quality support and enhanced satisfaction levels.
  • Streamline collections process for timely payments and improved cash flow management.
  • Bolster online presence and customer engagement through data-backed strategies to drive sustainable growth.
  • Achieve cost savings and scalability by optimising operational expenses without compromising on service quality.
  • Embrace sustainability by reducing waste and adopting eco-friendly practices.
  • Ensure compliance with industry guidelines and international regulations to minimise risk and safeguard the business.

How can Infosys BPM help enhance utilities process efficiency for businesses?

As the energy and utilities industry faces mounting pressure to evolve with Industry 4.0, utilities BPO services have become a key strategic tool when handling back-office operations, customer support, procurement management, and more. Infosys BPM offers transformative solutions for energy & utility business process services with data-driven holistic approach, and a proven track record in the energy and utilities industry. Offering integrated solutions across Gen AI business operations, master data management, GIS data management, advanced analytics, and more, we can help optimise utilities process efficiency for energy businesses.


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