Utilities & Energy

Assignment examples

Overview

Utilities' purpose is to supply all citizens with basic products (water, gas, electric power, waste management...). Companies providing those services must take into account customers' demanding needs given that these services were formerly provided by the government (service access for all, tariffs equality...). They must also adapt to the constraints sparked by market evolutions: borderless markets, rise of competition, unbundling of activities (Ex. EDF-GDF) and of the value chain (production, transportation, retail), rise of prices giving way to customers to claim for better service, social constraints...

In such a context, it has become vital for operators to:

• Get to know their customers in order to perform finer segmentation and offers
• Provide customers with new value-added services while improving existing ones
• Streamline the Customer Relationship structure and process efficiency: contact centres implementation, industrialized back office structures, billing processes improvements
• Carry and promote a customer approach among technicians, and even more so among representatives in contact with customers
• Develop new communication means with customers

Our principal references:

• Véolia Water (previously Générale des Eaux)
• Dalkia
• Ondeo (Suez Group)
• Gaz et Electricité de Grenoble
• SEEG

Assignment examples

For a major water supply company, different customer service improvement-related assignments

• Contact centres
• Back office management
• Customer care
• Customer processes (interventions, unpaid bills...)

For a major water supply company, human resources innovative methodologies implementation

• Motivation assessment
• Professional evolutions
• Management of careers paths

"Communicating car" : For technical customer service representatives of a utilities retailer, design and assistance of the pilot implementation phase

• Streamlining of interventions and travelling of technical customer service representatives
• Sharing of customer knowledge (services offers, customers’ master data...)

Change management in the framework of information system evolution of a national leader in water and electricity supply services

• Definition and implementation of the Change Management plan
• Identification of organizational impacts
• Processes re-engineering
• Definition and roll-out of the internal communication plan
• Definition and roll-out of training to new technological tools and competencies involved

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