Case Study: a leading UK energy and home services provider achieves major cost savings and customer experience gains with EXL

End-to-end digital transformation for a leading UK based home and energy care provider

EXL worked with a leading UK-based home and energy care provider facing a highly competitive market, rising customer churn, increasing complaints, mounting debt, and financial pressure from regulatory changes and household debt growth. The client needed a better way to manage customer journeys, improve service, and reduce operational strain.

EXL implemented an end-to-end digital transformation using analytics, process re-engineering, robotics, work management tools, and Lean Six Sigma. The solution included Management Information Assistant (MIA), Digital Command Center (DCC), more than 150 bots, and advanced analytics for sentiment, predictive modeling, and debt management. EXL delivered £16M+ in OPEX benefits, with £6M+ already realized, reduced failure demand by 2M+ calls and complaints, and targeted 40+ NPS for end customers.