Case Study: a leading UK home and energy care provider improves customer journeys and reduces debt with EXL

Leading UK Home and Energy Care Provider reduces churn and deploys 150+ bots with EXL

EXL partnered with a leading UK home and energy care provider that was facing a highly competitive market, regulatory pressures, and significant operational challenges. The customer was grappling with increasing customer churn, a rise in complaints, substantial financial losses, and growing debt, creating an urgent need for a comprehensive digital transformation.

The solution implemented by EXL involved an agile, end-to-end transformation using digital and analytics solutions, including their Management Information Assistant (MIA) and Digital Command Center (DCC). EXL deployed over 150 robotics BOTs, built predictive models for debt collection, and re-engineered processes. This resulted in optimized customer journeys, reduced failure demand, lower debt, and a significant reduction in operational costs, with the partnership winning the GSA Utilities Project of the Year award in 2019.