Case Study: American Utility Company improves customer satisfaction and cuts costs with Wipro

Customer insights elevate end-customer experience and improve business outcomes

American Utility Company, which provides electricity to more than a million customers, wanted to improve customer satisfaction, reduce front-office costs, lower bad debt, and grow adoption of new programs. To do this, it partnered with Wipro and used advanced analytics capabilities such as Customer Segmentation, Customer 360, and CSAT Analytics to better understand customer behavior and needs.

Wipro built data models and dashboards by enriching customer records with consumption, payments, contacts, satisfaction data, and third-party demographics, then embedded the insights into call center, back-office, and field service workflows. The results included customer satisfaction rising from third quartile to first quartile, call volumes targeted for a reduction of more than 30%, nonpayment disconnects down 20%, and payment arrangement defaults cut by 50%, alongside improved paperless billing enrollment and stronger uptake of new programs.