The utilities industry is changing dramatically as the world embraces planet-friendly fuels and the trend toward electrification moves utilities from value-chain players to the backbone of the energy transition. Consumers and businesses alike are actively choosing low-carbon homes and offices, and they expect greater empowerment and a more sophisticated experience from their energy suppliers.
Gradual decentralization of the energy market is allowing new entities to play an increasingly critical role by offering new services and creating new markets, diverting customer attention away from utilities. New technologies and aging assets compound matters, even as federal governments pledge billions of dollars to modernize infrastructure and make the grid smarter and more self-reliant. With a plethora of point solutions from energy tech companies, utilities are facing a new challenge: delivering a cohesive business value to its customers. Utilities are struggling to balance their fundamental obligations to provide ‘lights on’ reliability against the increasing demand to transform into a new-age energy service provider.
Against this backdrop, Wipro is enabling electric, gas and water utilities to leverage digital and data capabilities to reinvent themselves, streamline and accelerate business performance, deliver a superior customer experience and help them transition to a low-carbon, decentralized, federated energy ecosystem.
Northern Gas Networks (NGN) delivers gas to 6.7 million people in northern England.
As part of its digital journey, South East Water wanted to build a digital information platform utilizing the Internet of Things (IoT), Operational Data Store (ODS) and leverage advanced analytics capabilities to transform its current business processes.
A water utility company serving 15 million customers
Harsh weather conditions offer a useful reminder of the critical importance....
The various information systems were not integrated with other data sources and lacked the smart grid analytics features necessary to derive insights from the vast pool of data that would enable the utility to better serve its customers.
With increasing demands and the new measure of experience for Customers and Developers from OFWAT - The Water Services Regulation Authority in the UK, Bristol water recognised that their continued success is linked to superior customer and developer satisfaction.
Northern Gas Networks (NGN) delivers gas to 6.7 million people in northern England.
As part of its digital journey, South East Water wanted to build a digital information platform utilizing the Internet of Things (IoT), Operational Data Store (ODS) and leverage advanced analytics capabilities to transform its current business processes.
Wipro helped the client build a fully automated data analytics platform hosted on Microsoft Azure cloud, and integrated with the existing IT landscape. This provided the client with centralized access to all the data required by OFWAT and the capability to generate an automated report for submission.
Wipro started with a discovery phase that identified the current and future priorities of business stakeholders and analyzed the existing messaging architecture.
Wipro delivered a modern digital experience platform built on Sitecore content management system (CMS) hosted on the Microsoft Azure cloud platform, and fully integrated with the existing IT estate. Placing the customer at the center, we utilized a human-centric approach leveraging our Service Design methodology, which helped our client transform the customer experience through a number of capabilities
Our client set out to achieve multiple high-priority objectives concurrently: Improve customer satisfaction performance relative to its peers in national surveys.
Wipro leveraged its consulting capabilities in Skill and Competency Management, and its deep understanding of the client’s IT ecosystem to select a suitable solution, with all the features needed to comply with CGA’s regulations.
As part of a government-mandated smart meter rollout of roughly 53 million electric and gas meters across Great Britain, our client is responsible for deploying 5 million smart meters for their customers by 2024.
Our client was confronted with a massive business transformation - driven by empowered customers demanding better service and the advent of clean energy-led market landscape
Our client made a strategic decision to grow their energy business by acquiring a company, which was providing in-building solutions to multi-tenant developments.
Our client provides critical ancillary services to enable real estate transactions within its territory. There are multiple products accessed by designated property agents and link brokers for the property in question before the transaction can be closed.
In the competitive drinking water supply market for large business customers, our client’s Wholesale Market Services (WMS) function supplies to Retailers who service their large customers.
While digitization of customer contact centers is a priority for most utilities, developing a contextual roadmap that delivers real business outcomes and maximizes the return on investment (ROI) from existing assets is critical.
Wipro’s SAP implementation allows a large Water Utilities Company to improve customer experience, boost operational efficiency with 100,000 bills produced in ~10 minutes.
Wipro helped UK's Bristol Water transition its managed IT services in 3 months. The outcome was a 27% percent jump in First Time Fix (FTF)
Wipro implements several ‘firsts’ for National Grid to deliver a world class, efficient, scalable Mobile platform of the future.
Wipro helped Yarra Valley Water (YVW), largest water retailer of Melbourne, roll out an “always open” self-service customer portal that offered better access to information and ease of use
Wipro helped Thames Water save £336,000 in costs by rolling out an online customer account management solution.
George Hunt, CIO and General Manager, Sydney Water and Sridhar Pydipati, Program Director, CxP and Kathy Hourigan, Head of Customer Services talk about how Wipro helped create a digital journey for enhanced customer experience through simplified billing processes leveraging SAP S/4HANA
Tony McCandless, CIO, Thames Water talks about how Wipro helped enhance customer experience through simplified billing processes leveraging SAP IS-U and C4C. The current platform significantly improves the legacy system developed 20 years ago and lays the foundations for moving to an Agile/ DevOps setup for progressive improvements in the future
Avangrid unlock value in gas pipeline monitoring with SAP Leonardo
A case study on the successful partnership between Wipro and NV Energy, an electricity and gas utility based in Nevada, which profiles the implementation of NV Energy’s Enterprise Work and Asset Management (EWAM) program
Download the case study to know how Wipro carried the extensive transformation program for Turkey's largest electric utility CK Enerji.
Download the case study to know how Wipro designed and deployed a first-of-its-kind Oracle-based Digital Utility Solution as a Service.
GenAI isn’t quite ready to engage unmediated in customer-facing touchpoints, but now is the time to empower and support customer service agents with GenAI's revolutionary capabilities.
The utilities industry is experiencing a fundamental shift driven by aging infrastructure, significant technology advancements, and growing demand for alternative energy sources.
The rise of GenAI has caused a scramble in every industry to quickly capitalize on this exciting new technology.
Geo-political events are disrupting the supply of traditional energy sources, threatening the energy supply in Europe.
To optimize the performance of both the legacy assets and new-age assets (and integrate them with a changing grid), utilities must start treating asset data as an asset in itself and ensure that this data is systematically enriched, managed, and governed throughout their networks and technology stacks.
Design thinking has helped innovative companies like Google and Airbnb deliver value to their customers. It will also help utilities create the customer experience of the future.
Driven by climate goals, the utility industry is in the midst of an imminent transition to cleaner and cheaper new energy. Utility consumers will play key role in this shift as they invest in electric cars and in distributed green energy resources.
The utilities industry historically lagged behind other sectors in cloud adoption. This lag stemmed partly from the fact that utilities have less...
Satisfied with their asset management software solutions, most utilities are now shoring up their field service management (FSM) capabilities.
We are on the verge of entering the era of Web 3.0—and this new era will also bring another revolution in the utilities industry.
As the global energy ecosystem shifts toward decentralized renewable power generation, utilities will need to strike a shrewd balance between risk management and bold growth-oriented innovation.
Slowly but surely, SAP’s ECC 6 enterprise resource planning (ERP) solution is being replaced by a new system: S/4HANA. From 2027 on, ECC 6 will not be fully supported...
Many utilities have grown their customer management, customer information systems (CIS) and billing capabilities around tenured platforms like SAP, Oracle or other mainframe-based platforms. As the industry navigates
This event necessitated a review of Australia’s capacity
In today’s world, the crews that maintain and upgrade utility infrastructures are busier than ever..
With power outages that affected 4.5 million homes and businesses, an estimated economic damage of USD 195 billion and many customers facing the prospect of sharp spikes in their monthly bills
The Energy 2020 transition offers companies a compelling opportunity to reimagine their operating model for a different future of fieldwork.
Balancing electricity supply and demand is the primary role of electricity system operators (ESOs). ESOs work to maintain a standard grid frequency at which power system equipment and consumer devices are designed to operate safely
Energy companies are under pressure to deploy flexible, agile, and cost-effective architectures in response to the forces driving the Energy 2020 transition. This will require innovative approaches to architecture that mark a paradigm shift from the past.
Globally, transforming into a responsible and sustainable business has become table stakes for organizations in all industries. Increasing pressure from customers, regulators and shareholders to reduce carbon emissions impacts how energy is sourced, transmitted....
Australia’s National Electricity Market is undergoing a major change in its settlement process after AEMC announced the 5 MS rule change in November 2017.
In previous articles of Wipro’s Energy 2020 blog series, we discussed the interplay of three major forces – maturing long-term energy trends, collapsing oil prices, and long-term ramifications of the COVID-19 pandemic – and how these events will push energy companies to adapt their business models driven by the evolution of a different energy consumer.
The utilities sector, as with virtually every other industry, is undergoing thorough technical disruption.
The history of the energy industry is marked by key years and events that have altered the industry’s trajectory.
In times of great stress that move people and societies to adapt to new circumstances, businesses that sense the potential inflections in their customers’ lives and boldly prepare for a different future not only survive, but thrive.
Even with a wealth of new engagement tools companies can use to prove value to customers, the utilities industry cannot shake its reputation for offering subpar customer service
Today, utility companies must account for a new influx of multidirectional power flow spurred by an increase in grid-edge power sources such as solar panels, wind farms, and battery storage. This is tricky because utility companies built their infrastructure for unidirectional power flow — the one-way path from generation plants to energy customers
Once, customer service in Energy – from outage reporting to resolving bill disputes to moving homes - was all but synonymous with call centers. No more!
Historically, the utility industry’s customer service has been lacking
Lack of EV charging infrastructure is seen as an impediment for EV adoption which needs to be addressed to alleviate the “Range Anxiety” of EV users, impacting de-carbonization/reduction in GHG contributed by the transportation sector
Over the next decade, breakthroughs in AI, Robotics, IOT and Blockchain are poised to create some of the most transformative and dramatic impact in our industry.
While the utilities industry has been relatively slow in looking at AR, the future does look promising. Digital technology disruptions have created many possibilities to convert challenges into opportunities
To be successful and future ready, the partnership model needs to go beyond the transactional. Adopt the service supply chain by integrating the partner company into the utility business value stream.
When gas pipelines are ruptured by entities involved in excavation or similar activities, it leads to quite the scare.
Utilities are waking up to the need for digital transformation, driven by evolving consumer expectations, millennials who were born in a world powered by mobiles and broadband, deregulations, incentives to improve consumer experience, pressure from technology-savvy non-traditional competition and—this last one is a relief--the lowered cost of digital adoption itself.
Energy utilities across the world are undergoing transformational changes caused by the rise of smart sensors, Advanced Metering Infrastructure (AMI), bi-directional grids and an evolving consumer with a digital mindset. It is unlikely that any utility can stay sheltered from the changes being driven by sensors and digital technologies.
Utilities, the lifeline of a modern society is undergoing some of its most effective transformation through technology. Particularly when it comes to distribution and retail. Here's why companies around the world are digitizing their utilities offerings
With changing customer preferences, utilities are striving to become more nimble, versatile and customer-focused to adapt to the shifting requirements of the digital economy.
Cloud adoption in the telecommunications industry has accelerated due to the growing need for business agility, cost reduction and the opportunity to reposition for new services and markets.
Wipro helps utilities customers in shaping their digital strategy for a new different energy future, designing newer experiences and aligning operations around it.
Wipro works with leading Utilities to make DX a reality. Download the report to know more about Wipro’s digital client engagements.
