Case Study: Third-largest North American electric utility achieves faster complaint resolution and higher customer satisfaction with Cognizant

North American Utility Sparks Up its Complaint Handling System

A North American electric utility — the third-largest in the U.S., serving about 4.7 million customers with more than 41,000 MW of generation — faced an outdated, 16-year-old complaint-tracking system that couldn’t route work, track workflows or provide workload visibility. The inflexible system forced manual Excel updates and email-based assignments, causing slow resolution times, higher costs and risk of regulatory penalties.

Partnering with Cognizant, the utility used an Agile approach and joint SME workshops to build an integrated complaint-management system with reusable end-to-end workflows, unit-based work assignments, task creation and due dates, configurable SLAs and real-time workload and trend reporting. The new system reduced resolution times, boosted staff productivity and customer satisfaction, and strengthened regulatory compliance.