Case Study: Leading Gas and Electricity Provider achieves 80% fewer customer complaints with WNS

A Leading Utility Reduces Customer Complaints by 80 Percent; Drives Down Operational Costs

Leading Gas and Electricity Provider, a UK and North America utilities company, wanted to improve customer service while lowering operational costs in a highly competitive energy market. It partnered with WNS for customer care and exceptions billing management as it scaled to handle rapidly rising customer interaction volumes and support a more consumer-centric operating model.

WNS implemented a large-scale service and transformation program, including SAP platform support, faster ramp-up, improved training, quality initiatives, and process automation. The results included an 80% reduction in customer complaints within 12 months, a 15% increase in FTE productivity, backlog reduction from 15 million to just over 1 million in 18 months, and more than GBP 8 million in benefit realized in 2006-07.