END-TO-END DIGITAL TRANSFORMATION FOR A LEADING UK-BASED HOME AND ENERGY CARE PROVIDER

CASE STUDY

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CASE STUDY

END-TO-END DIGITAL TRANSFORMATION FOR A LEADING UK-BASED HOME AND ENERGY CARE PROVIDER

Energy companies have faced mounting challenges over the preceding years. Since the late 1990s, the increasing number of new smaller, nimbler energy companies in Britain has resulted in a hyper-competitive market. In 2018, government legislation introduced a market-wide price cap to protect consumers, a change that cost leading energy suppliers around 1.3 million customers.

In addition to these events, a report published by the UK group Step Change Debt Charity states that household debt is expected to touch £6B as an aftermath of COVID-19 pandemic, which will further push energy companies to the brink.

EXL’s client, a leading UK’ energy and home services provider, grappled with issues including

• • Increasing customer churn rates, with 1.8M lost customers since 2015

• • Increasing customer complaints, with 618K complaints in 2019

• • Costs pressures, including a £1.1B pretax loss in 2019

• • Increasing Debt

“This partnership between EXL and the client

was recognised by the energy industry by winning the GSA

Utilities Project of the Year award in 2019.”

*OPEX reduction (Apr’17 – Mar’20)

£8M+CSAT 2019

‘Domain BPO’

100 NPS*Business Benefit (Apr’17 – Mar’20)

£24M+

*OPEX Benefits to be delivered over next 3 years with £6M+ benefit already delivered (Q1’20)

£16M+ (~30% in FTE terms)

*Failure Demand Reduction (calls & complaints)

2M+Target end customer NPS40+NPSa

DELI

VERE

DPL

ANN

EDOU

TCO

ME

*TCV Benefit over a contract perioda Reasonably support client to achieve aspirational end customer NPS

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Context

EXL’s deep domain knowledge helped to design and deploy digital and analytics solutions to deliver a trifecta of impacts of improved experience, outcomes, and efficiency. EXL partnered with the Client to deliver an all-inclusive and well-integrated transformation. EXL brought together the right data, domain expertise, and technology solutions to generate actionable insights.

EXL adopted an agile approach to transformation through a collaborative three-tiered governance model to mobilize client commitment, seek investment, and agree on desired outcomes.

Orchestration

EXL and the client collaborated on developing new ways of working, including shifting from running efforts in siloes with multiple independent initiatives delivering incremental benefits to multi-disciplinary teams working in an agile manner with end-to-end accountability for customer journeys.

EXL used a multi-pronged approach to create an analytics-led insight engine called Management Information Assistant (MIA) to continuously provide real-time visibility into customer journeys. This solution enabled the client to determine what happened on the journey, identify key drivers, and note the solution for any issue which may have arisen. Proactive controls and workflows with continuous monitoring were deployed.

EXL also embedded its proprietary solution into operations using its Digital Command Center (DCC). This solution which includes a SWM 2.0 work management tool to align customer outcomes and business priorities. Top-down and bottom-up approaches were introduced to continuously keep diagnosing end-to-end processes and work instructions to identify inefficiencies across value steams.

EXL deployed advanced robotics in collaboration between RPA Centers of Excellence as well as a strategic technology partner. This fast-tracked the automation of key processes. EXL deployed 150+ BOTs and created a digital operations team for BOT management. This partnership between EXL and the client was recognised by the client with, winning a PAVE award in 2018.

EXL used embedded advanced analytics capabilities, such as interaction, sentiment, and predictive analytics, to increase customer satisfaction. A debt Center of Excellence was created to focus on preventive debt management, building propensity to pay models to improve the success rate of debt collections. With the help of data management and consolidation framework, EXL built a next-best action model which helped to drive right actions based on customer activities and past reactions.

Over past several years, EXL has delivered significant benefits to the client through various digital, analytics and methodology levers. This includes robotics, process re-engineering, standardization, analytics and Lean Six Sigma. This has resulted in optimized customer journeys, reduced failure demand, and lower debt, all leading to a reduction in

cost of running operations.

About EXL

At EXL, we’re experts in more than analytics, operations management, and technology. We’re experts in you, and your industry. This gives us the context to look deeper to identify and capitalize on opportunities to outperform. We call it Digital Intelligence: the all-important combination of data and domain knowledge, orchestration of human and technology, coming together to create breakthrough results and outcomes.

Digital Intelligence is why companies in the world’s most complex industries, from insurance to healthcare to transportation, bring us their toughest challenges, their seemingly impossible goals.

Headquartered in New York, EXL has more than 31,600 professionals in locations throughout the United States, Europe, Asia, Latin America, and South Africa. We work as one committed team, with one overarching goal: to give our clients the power to transform—to move from playing catch-up to leading the pack. Because we’re not content to help our clients adapt to change. We embolden them to lead the change.

END-TO-END DIGITAL TRANSFORMATION FOR A LEADING UK-BASED HOME AND ENERGY CARE PROVIDER

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EXL (NASDAQ: EXLS) is a leading operations management and analytics company that helps our clients build and grow sustainable businesses. By orchestrating our domain expertise, data, analytics and digital technology, we look deeper to design and manage agile, customer-centric operating models to improve global operations, drive profitability, enhance customer satisfaction, increase data-driven insights, and manage risk and compliance. Headquartered in New York, EXL has more than 32,600 professionals in locations throughout the United States, the UK, Europe, India, the Philippines, Colombia, Australia and South Africa. EXL serves multiple industries including insurance, healthcare, banking and financial services, utilities, travel, transportation and logistics, media and retail, among others.

For more information, visit www.exlservice.com

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To find out more about how EXL uses Digital Intelligence to help Utility organisations transform, contact us

END-TO-END DIGITAL TRANSFORMATION FOR A LEADING UK-BASED HOME AND ENERGY CARE PROVIDER

© EXL Service, Inc. All rights reserved.