Case Study: Leading Energy and Utility Company reduces operational costs by 15% with WNS

Co-creation Leads to Reduction in Operational Costs by 15%

Leading Energy and Utility Company was facing rising bad debt, higher operational costs, and poor customer experience in its debt recovery process, with bad debt reaching 2.6% and the incumbent vendor failing to meet cutover deadlines. It turned to WNS to help transform debt collection operations and improve customer engagement.

WNS co-created a solution using its EnABLE transition methodology, migrating employees in four months and streamlining 30 debt, customer satisfaction, and cost-to-serve processes. The results included a 15% reduction in operational costs, a 20% operational efficiency gain, bad debt cut in half, and unallocated EFT payments reduced from AUD 8 million to AUD 63,000, with 98% of AUD 250 million handled quarterly converted into direct revenue.