Case Study: a leading UK energy provider improves customer experience with EXL’s MIA

EXL’s MIA improves customer experience for a large UK energy provider

EXL worked with a leading UK energy provider that wanted to cut costs, refresh its brand, and put customers at the center of its operations. The company was facing broken customer journeys, limited end-to-end visibility, siloed teams, and legacy manual processes that were driving higher service costs and more complaints.

EXL implemented its Management Information Assistant (MIA), a search-based business intelligence solution, to support residential and business account service activities with dashboards, decision engines, and proactive controls. The program delivered 14 journey dashboards, 77 smart engines, and end-to-end visibility across functions, helping achieve about GBP 5.4 million in cost-to-serve benefits over three years and GBP 2.91 million in business benefits over two years, along with 159 FTE reduction and the rationalization of 49 bots.