Wns Utilities Customer Care Case Study June 2009

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Information about Wns Utilities Customer Care Case Study June 2009
Finance

Published on August 1, 2009

Author: WNSGlobalService

Source: slideshare.net

Description

Learn how WNS helped a leading gas and electricity provider in the United Kingdom and North America which was looking to fuel its growth. Wns helped them to increase its customer service while reducing operational costs.they succeeded in reduction in customer complaints by 80 percent within twelve months of go live.

Industry Utilities and energy Process Customer service Exceptions billing management Helping a leading utilities company deliver superior customer service, reducing customer complaints by 80 percent in one year while reducing operational costs The energy market is dynamic and highly competitive, Key features of the WNS solution include often with consumers switching suppliers constantly. While managing costs and competitively pricing offerings Strong n partnership with the client - WNS helped the is crucial, customer service is just as critical to ensure client implement its first SAP platform by becoming sustained growth. subject matter experts on the new system, and helping review business rules for better process management Our client is a leading gas and electricity provider in the Rapid n ramp up - To respond to a rapid increase in United Kingdom and North America. To fuel its growth, customer interaction volumes – 100,000 to 2,300,000 the client was seeking to significantly increase its customer in just eight months – the team quickly and successfully service while reducing operational costs. scaled from 26 to over 1,500 people, including a broad In their transformation to a more consumer-centric range of skill sets company, the client chose to partner with WNS. Robust n training platform - While scaling the team quickly, WNS was able to revamp training materials to better The WNS Solution balance theory and hands-on practice. WNS created a training-to-operations handover manual, and set up a With a team comprising over 1,000 people located in comprehensive training and operations support system for multiple delivery centers, WNS handles customer care new team members processes for the client. The team at WNS interacts with consumers through all channels of communication Focus n on quality - WNS implemented Six Sigma and including email, white mail and outbound calling. LEAN projects at transition, laying the foundation for WNS also manages back office exceptions billing, a crucial continuous program improvement, resulting in financial back office process, which enables the client to Higher - quality transition by embedding Black Belts to identify and bill customers accurately by plugging potential design quality model, defining SLAs and having revenue leakages. a robust deployment process in place Copyright © 2009 WNS Global Services | wns.com Industry: Utilities and energy | 01

Rapid - learning curve, reducing the time for a team Benefits delivered by WNS include member to reach optimum productivity, and Exceptional n reduction in backlogs from 15 million to just increasing FTE productivity by 15 percent over 1 million in eighteen months Digitizing - of key tasks by eliminating non-value added Reduction n in customer complaints by 80 percent within steps and standardizing best practices twelve months of go live Improving - consumer facing programs to reduce repeat Realization n of over GBP 8 million in the year 2006-07 in contact rates, in turn impacting consumer satisfaction twelve months through Six Sigma programs focused on Improving - debt recovery by identifying reasons for restructuring the debt accrual process and identification debt accrual, and recommending a new tariff and of interest leakage in supplier payments. measurement system. This project delivered a benefit of GBP 8 million in the year 2006-07 and was awarded the Chairman’s Club Award by the client About WNS Reducing - backlog from 15 million to 7 million by WNS is a leading global business process outsourcing collaboratively working with the client on an OTF company. Deep industry and business process knowledge, (Organization To Fix) project a partnership approach, comprehensive service offering and a proven track record enables WNS to deliver business value Automating - key process steps including an updates to the world’s leading companies. WNS is passionate about management system, contact creator mechanism and building a market leading company valued by our clients, template manager for correspondence and email employees, business partners, investors and communities. interactions. For example, a letter macro deployed in a correspondence process increased productivity by 20 percent. Extending Your Enterprise The WNS team extends the client’s enterprise by supporting initiatives to drive improved customer service whilst meeting rigid operational constraints. Substantial gains were observed in the consumer satisfaction scores across various parameters as a result of client investment within the relationship supporting the fast ramp-up and consolidation of customer service processes. To learn how we can help extend your enterprise, write to us at info@wnsgs.com Copyright © 2009 WNS Global Services | wns.com Industry: Utilities and energy | 02

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