HCLT Brochure: Water Utility Services
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Customer & Back Office services for Water Utility. Streamlined, structured & simplified. HCL Service Offerings Utilities domain across the world has undergone drastic transformations due to the multiple complexities evolving out of spiraling operational costs, demanding clientele, stifling policy regulations & stiff competition. Under these trying circumstances, Utility companies are ever on the lookout for various viable options to bring down their operational costs, increase process efficiency, ward off competition, withstand regulatory pressure and ultimately to gain Customer Satisfaction. Given these conditions, outsourcing customer-facing and back office operations & adopting process-specific customer service have proven to be successful to many Utility Companies. Atleast 60% of the Utility Companies are contemplating to outsourcing their customer & back office operations to India. Water Utility Companies are awash with pressing challenges such as: ? Fragmented manual processes ? Deferred billing due to billing exceptions ? Long 'billing-to-collection' cycle ? Tough timelines to achieve productivity & quality targets ? Regulatory pressure on performance (OFWAT) ? Forecasting accuracy, fluctuating volumes and handling seasonal spikes Back Office, Voice, Web Services Research & Analytics - Marketing and Customer Analytics Services, Finance and Investment Analytics, Operations Analytics Process Advisory - Opportunity Identification, Process Reengineering and Process Mapping F&A - Accounts Payable, Accounts Receivables, Research & Reconciliation, V endor Payment Payment Arrangements & Billing ? Amend, Cancel & Reassess Customer Payment Schemes ? Bill & Invoice Customer ? Calculate &Validate Unbilled Revenue Process Re-engineering Expertise and Strong Knowledge Transfer Sales Support & Acquisitions ? Executive Acquisitions ? Account Setup ? Correct Erroneous Transfers Device Management ? Request & Process Device Installation, Reconnection & Removal Account Management ? Customer Details Management ? Smooth Transfer of Tenancy Home Move Disputed Roads & Withdrawals ? Identify & Resolve Disputes in Change of Supply Reads ? Manage Customer Withdrawls Revenue Management ? Apply Debit/ Credit to Customer Accounts ? Refund Customers ? Resolve Missing Payment ? Pursue Late Payment & Debt on Live and Final Account ? Receive & Resolve Indemnity Claims Collections Imbalance Management ? Reconciliation
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http://www.hcltech.com/energy-and-utilities/overview~ More Energy n Utilities http://www.hcltech.com/enterprise-transformation-services/overview~ More on ETS Utilities across the world are drastically transforming to meet the multiple complexities evolving out of spiraling operational costs, demanding clientele, stifling policy regulations & stiff competition. Under these trying circumstances, Utility companies are examining various viable options to bring down their operational costs, increase process efficiency, ward off competition, withstand regulatory pressure and ultimately to gain Customer Satisfaction. Under the given circumstances, outsourcing customer-facing and back office operations & adopting process-specific customer service have proven to be successful to many Utility Companies. HCL’s Customer & Back Office services for Water Utility services is bringing a high degree of efficiency in operations, reducing backlog of billing exceptions and normalizing the billing cycle.
Transcript of HCLT Brochure: Water Utility Services
Customer & Back Office services for Water Utility. Streamlined, structured & simplified.
HCL Service Offerings
Utilities domain across the world has undergone drastic transformations due to the multiple complexities evolving out of spiraling operational costs, demanding clientele, stifling policy regulations & stiff competition. Under these trying circumstances, Utility companies are ever on the lookout for various viable options to bring down their operational costs, increase process efficiency, ward off competition, withstand regulatory pressure and ultimately to gain Customer Satisfaction.
Given these conditions, outsourcing customer-facing and back office operations & adopting process-specific customer service have proven to be successful to many Utility Companies. Atleast 60% of the Utility Companies are contemplating to outsourcing their customer & back office operations to India.
Water Utility Companies are awash with pressing challenges such as:?Fragmented manual processes?Deferred billing due to billing exceptions ?Long 'billing-to-collection' cycle?Tough timelines to achieve productivity & quality targets?Regulatory pressure on performance (OFWAT)?Forecasting accuracy, fluctuating volumes and handling seasonal spikes
Back Office, Voice, Web Services
Research & Analytics - Marketing and Customer Analytics Services, Finance and Investment Analytics, Operations Analytics
Process Advisory - Opportunity Identification, Process Reengineering and Process Mapping
F&A - Accounts Payable, Accounts Receivables, Research & Reconciliation, V endor Payment
Payment Arrangements
& Billing
?Amend, Cancel & Reassess Customer Payment Schemes
?Bill & Invoice Customer
?Calculate &Validate Unbilled Revenue
ProcessRe-engineering
Expertise and Strong Knowledge
Transfer
SalesSupport &
Acquisitions
?Executive Acquisitions?Account Setup?Correct Erroneous
Transfers
Device Management
?Request & Process Device Installation, Reconnection & Removal
Account Management
?Customer Details Management
?Smooth Transfer of Tenancy
Home Move
Disputed Roads &
Withdrawals
?Identify & Resolve Disputes in Change of Supply Reads
?Manage Customer Withdrawls
RevenueManagement
?Apply Debit/ Credit to Customer Accounts
?Refund Customers?Resolve Missing Payment
?Pursue Late Payment & Debt on Live and Final Account
?Receive & Resolve Indemnity Claims
Collections
Imbalance Management
?Reconciliation
HCL Value Proposition?Customer Support Tools – Efficient and
effective functioning of the operations which results in improving the operational performance of the Client's Process
?Employee First Philosophy - HCL's Employee First approach is a case study at Harvard Business School and has won recognition from London Business School
?Transition – Seamless transition approach and smooth Go-live
?Change Management – HCL's Change Management reduces the depth and the length of the performance dip
?Performance Management System - HCL's Case Flow Manager is compatible to data/work order of any good form. The CFM is capable of pulling (import) the data out of the existing format (Document/excel/notepad/any other database). The Case Flow Manager would be able to allocate the work on:
?Automatic Mode or
?Manual Mode or
?Pull Next Mode or
?any customized mode
Sample Experience?
?Serves 13.5 million customers across London and maintains 3.7 million accounts
?Annual billing approx. GBP 1.5 billion
UK based water and waste water services company with an employee base of 4,000
Benefits
?
'CFM' (HCL built application tool) which eased the billing exceptions and ensured reduced billing-to-collection cycle
?Deployment of CFM for tracking new account management, Sales max investigation and Optant metering ensured highest efficiency in all the key SLAs of the respective business lines
?Through high degree of efficiency in operations, HCL could zero down the backlog of billing exceptions and normalised the billing cycle
?Six Sigma Projects roadmap for consistent delivery of quality targets, productivity measures and platform based approach for achieving quality scores of 95% and reduction in TAT
A complete automated process through
Challenge
?End-to-end customer service on metering, billing and billing exceptions
?New customer account setup and management
?Missing property record verification, validation and billing regularisation
?Debt collections, credit management and billing support
?Metering support on meter readings and meter exchanges
HCL's Solution
?
?Ring fenced team for managing seasonal variation in volumes
?Deployment of WFM tool Blue Pumpkin for ensuring rolling accuracy of the volumes
?Processing business rule exceptions, resolving account issues and raising field work
?Setting up brand new properties based on a metered tariff
?Account set up, billing enquiries, processing first meter reading and conversion
?Advice on payments, postponements, disputes and refunds
?Collect outstanding
?Update the billing system and set up payment arrangements
?Process both early stage debt collection and updating billing system for third party debt collection agency
?Dedicated command center and operational excellence group for ensuring service level accuracy, meeting quality accuracy and adherence to OFWAT DG regulatory measures
Integrated back office billing support and customer support services
HCL's exclusive Customer-specific Services for the Water Utilities Segment
?Setting up brand new properties based on a metered tariff
?Account set up, billing enquiries, processing first meter reading
?Processing conversion and setting up relevant accounts
?A d v i c e o n p a y m e n t s a n d postponements, disputes
?Processing refund requests
?Queries on meter exchange and meter reading validation
?Raising reject jobs back to the contractors if necessary
?M a n a g i n g a n d p r o c e s s i n g developer/customer handover forms
?Managing fire supplies and upgrades
?Processing business rule exceptions
?Resolving account issues
?Raising field work
?Identify and audit accounts
?I d e n t i f y n e w properties
?Identification and audit of billing anomalies
?Desktop research
?Raise survey
?Return survey
?Raise meter work
?Pre-bill & Negotiation
?Billing
?Feasibility study for new meter installations requests
?Process the 'Change of Occupier' metering programme which entails a survey and installs the meter where possible
Processing PWQ (Pending Work Queue)/Raising & Auditing PWQ pending
Account Management
Sales Max
Optants/Selectives Work
HCL's exclusive services for the Water
Utilities Segment
To schedule a meeting or to set up a pilot, email to: [email protected]
Hello, I’m from HCL! We work behind the scenes, helping our customers to shift paradigms and start revolutions. We use digital engineering to build superhuman capabilities. We make sure that the rate of progress far exceeds the price. And right now, 90,000 of us bright sparks are busy developing solutions for 500 customers in 31 countries across the world. How can I help you?
www.hcltech.com www.hclbpo.com
