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Driving process and technology innovation across the utility value chain.

As one of the utility industry's leading IT consulting and service providers, we have expertise across the entire value chain for electricity, gas and water renewables as well as waste management industries. This includes retail, customer service, field service, energy management, smart grid, asset management, network operations, energy trading and risk management.

With our experience and focus on technologies such as the cloud, big data analytics and mobility, we can aid you in transforming your business across multiple areas including compliance, customer experience and operational performance.


Customer Experience Management

In a socially connected world, delivering a rewarding customer experience is as important as delivering core services. For leading utility companies, providing innovation in mobility, social media, smart metering and analytics is driving change in ways that are meaningful to their customers.

By leveraging our capabilities in these areas, we help utilities transition from a “customer service” mindset to one of “customer experience". We do so through customer empowerment, operational excellence and improved customer relationships. Our areas of expertise include:

  • Customer segmentation
  • Analytics
  • Customer self-service
  • Multi-channel customer service
  • Integrated customer communication
  • Social media monitoring and analysis

Customer Information and Billing

Changing customer expectations, competition, market reforms and regulations require customer information and billing operations that are robust. We help utilities improve billing cycle time, reduce exceptions and improve accuracy. We also help achieve greater flexibility by providing new self-service options and support the smooth rollout of smart metering and new products and services. Our areas of expertise include:

  • Customer account management
  • Billing and invoicing
  • Credit and payment
  • Service order management
  • Products and services

Energy Management

Rising energy prices, a constrained grid and climate change have elevated the need for energy management. At the same time, advances in technology are driving innovation in energy management offerings. Our experiences in these areas and our ongoing involvement in smart grid and customer management can help you conceptualize and deliver successful energy management services. We have expertise in:

  • Energy efficiency and demand response
  • Renewable energy programs
  • Consumer energy management
  • Analytics for program improvement

Smart Grid

The smart grid is truly a game changer, with the potential to reduce costs and improve operations in retail, customer service, outage management, asset management and network operations. We are an IT solutions partner capable of helping utilities deliver the smart grid business case by enabling smart grid deployments that transform business processes and leverage real-time insight and control. Our expertise includes:

  • Smart metering implementation and integration
  • Smart meter asset and operations management
  • Analytics for customer operations
  • Analytics for reliability and network operations

Customer Relationship Management

Undeniably, effective Customer Relationship Management (CRM) operations are a critical foundation to a utility company’s customer acquisition and retention goals. But building a solid CRM foundation is no easy task. Organizations must not only identify the best CRM technologies for their business but also guide effective change management strategies to bring their people and processes in line with their customer relationship management goals.

Our CRM practice has extensive experience implementing CRM solutions across markets, countries and industries. We focus on providing the best-in-class CRM solutions for specific needs of an organization. We have also partnered with leading CRM vendors for the same. These partnerships allow us to address specific industry requirements for CRM via mobile, social and e‑commerce channels. Most importantly, our technology expertise combined with business consulting insights help organizations successfully implement and adopt CRM technologies and ensure improved customer relationships as well as a higher ROI.

Enterprise Asset Management

A heightened focus on reliability and an aging infrastructure and workforce require new thinking when it comes to your asset management strategy. We combine experience in conventional Enterprise Asset Management (EAM) with capabilities in mobility, smart grid, asset/pipeline integrity management, asset analytics, dashboards and GIS to deliver intelligent EAM for utility companies. Our expertise includes:

  • EAM process improvement
  • EAM package selection and implementation
  • Mobile asset and work management
  • Assets/pipeline data management
  • Integration with GIS for design, mapping and operations
  • Remote asset/pipeline monitoring & surveillance
  • Smart grid event analysis
  • GIS integration with work and asset management system
  • Asset data management and analytics for condition‑based maintenance
  • Regulatory compliance—reports for various regulatory compliance and other safety-related audit requirements


Advances in mobile technology and the tremendous convenience it offers to companies make mobility a must-have platform for utilities looking to make improvements in operations and customer engagement. Through our dedicated focus on mobility and understanding of utility business processes and systems, we can help you define and deploy mobility for your enterprise and your customers. Our expertise includes:

  • Enterprise mobility
  • Mobile customer self-service
  • Mobile EAM

Energy Trading

Energy trading is crucial for maintaining a reliable supply of electricity and gas and for keeping rates low. We can help utilities streamline their wholesale trading and risk management operations with expertise that includes:

  • Trading
  • Risk management
  • Contract management
  • Scheduling
  • Settlements

Home Services

Increased competition and a growing portfolio of new products and services demand that home service strive to continuously improve product value propositions and response times. With our deep understanding of the utilities industry, we can help providers maximize revenue through better product management, deliver a world-class customer experience and optimize operational costs and field workforce utilization. Our expertise includes:

  • Product management
  • Customer experience management
  • Field force planning and scheduling


Cognizant—Penn Energy Survey on Utility Customer Service

We partnered with PennEnergy to question leading utility organizations as to how they are evolving utility engagement for a tech-savvy consumer market as well as an advanced utility customer service.

Regional Utility, PNM Reboots Customer Satisfaction by Reshaping the Digital Customer Experience

By developing proactive outage alerts, a highly functional digital customer interface and omni-channel consistency across customer service processes, PNM reduced service costs while empowering customers.

Large Utility Gets on Track with Smart Asset Management

When a major North American utility began tracking its smart assets through their lifecycle, it was able to minimize costs, prevent failures, improve its warranty claims process and enhance customer experience.

Building a Thriving and Extended Utilities Value Chain

To transform from commodity power suppliers to innovative service providers, utilities must lead an emerging ecosystem that facilitates revenue decoupling, renewable energy and energy efficiency portfolio standards.

Social Media for Utilities: Developing a Satisfying Customer Experience

By creating a dynamic and responsive social media presence, utilities can enhance customer interaction and influence key decisions, turning dissatisfied consumers into advocates.

Home Area Networks: A Preferred Choice for Energy Efficiency

Today’s home area networks (HANs) provide energy efficiency to utilities and homes. What’s next: automated demand response (ADR), automated demand side management (DSM), dynamic pricing, and electric vehicle (EV) charging systems.

Utilities IT Services, Outsourcing and Consulting | Cognizant Technology Solutions