More than ever, utilities are looking for experienced outsourcing services partners they can trust to help meet their business challenges, to help them successfully navigate changing times and achieve growth aspirations. For a variety of important reasons, Accenture is often that solution provider:
- We have more than 30 years’ experience working with electric, gas and water companies (including 18 of the top 30 global utility companies). Accenture’s efforts thus affect the experience of more than 40 million end customers.
- Accenture Utilities BPO Services is helping utilities achieve scale; reduce operating expenses; access new skills and capabilities; and leverage the world-class processes and technology that lead to high performance.
- Recognized by industry analysts as one of the world’s largest BPO service providers dedicated to utilities, Accenture has more than 5,000 employees with 24/7 operations in eight countries (Canada, United States, Spain, The Netherlands, United Kingdom, the Philippines, India and Argentina).
Accenture’s results-driven, customer-focused approach has resulted in investments of more than $100 million. The company has developed or deployed more than 50 of its assets ranging from process and methodology best practices to full life cycle customer care and relationship management applications and delivered real, measurable, sustainable improvements in performance, consistently achieving 99 percent of service level metrics across all clients served.
Client testimonials tell a powerful story:
"The transaction in outsourcing that we have done with Accenture has definitely allowed us to focus on our core operations at a time when we have major challenges. It has also achieved and even exceeded our cost-reduction estimates. We are currently $6 million ahead of our targets after four years and we fully expect to realize more than $250 million in savings."
—Alister Cowan, Former Chief Financial Officer, BC Hydro
"Through economies of scale, best people, state-of-the-art technology and 24-hour delivery through the Accenture Global Delivery Network, Accenture Utilities BPO Services is providing a level of service that we weren’t able to provide and we are now able to realize the savings. We are also experiencing the highest customer satisfaction that we’ve had in 10 years at Enbridge. We are really happy with the level of service that we’re getting and that our customers are getting. The people that we deal with on a daily basis are doing a great job on our behalf and on behalf of our customers."
—Mike Mees, Director of Customer Care, Enbridge