Utilities CX Solution developed on Microsoft Dynamics CRM - Wipro

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Utilities CX Solution developed on Microsoft Dynamics CRM Sales Automation | Mobilize Customer Service | Digitalize Customer Experience With increasing number of independent suppliers in the market today, utilities are facing a tough competition to retain their existing customer base. Customers are looking for suppliers that offer better services with a quick turn-around and better tariff options to help them reduce their bills. Energy suppliers need automation in processes for multiple utility specific customer requirements. They must also address customer issues and complaints with agility, cross-sell or upsell the energy saving schemes and products in order to retain customers through life-long relationships. An effective solution to enhance customer experience for your end consumer helps you answer questions such as:  How fast can you onboard new or acquired customers?  Are your customers looking for energy saving schemes to reduce their bills?  Are your customers expecting a quick fix for their fuel issues? Dynamics CRM Center of Excellence (CoE) offers Utility CX, a Cloud based customer experience solution built on Dynamics CRM specifically for utilities suppliers (Electricity & Gas and Water). The solution helps clients improve customer retention, increase workforce productivity and automate routinized processes with flexible deployment and faster implementation.

Key features Customer Onboarding Management  Lead to opportunity cycle  Quote generation  Service agreements

Customer Process Management  360 degree customer view  Property management  Meter data management  Billing cycle management

Customer Service Management  Case/Incidents management  Field service work order dispatching  Resource schedule management

Customer Feedback Collection  Interactive survey designing  Survey scheduling management

Business benefits Customer Onboarding Management

Customer Process Management  20% increase in

 20% reduction in

 33% reduction in

customer retention

turn-around time in the sales cycle

 15% improvement

 15% improvement

in completion of formalities

in effective

Customer Service Management

Customer Feedback Collection  15% improvement

cost of customer

in survey



 20% increase in productivity of resources

 20% improvement in NPS, CSAT scores

decision making

Other benefits

40% reduction in implementation time of CRM systems

Multiple deployment options

Free mobility app to access on the go Up to 30% reduction in implementation costs of CRM systems

About Wipro Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading information technology, consulting and business process services company that delivers solutions to enable its clients do business better. Wipro delivers winning business outcomes through its deep industry experience and a 360 degree view of “Business through Technology.” By combining digital strategy, customer centric design, advanced analytics and product engineering approach, Wipro helps its clients create successful and adaptive businesses. A company recognized globally for its comprehensive portfolio of services, strong commitment to sustainability and good corporate citizenship, Wipro has a dedicated workforce of over 170,000, serving clients across 6 continents. For more information, please visit wipro.com or write to us at [email protected]



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