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operations Easy, Right?
Nitza Portillo, Utilities customer care advisor - Canada

The competition's 'new' could be your 'now'. Utility companies are moving toward new operating models: Customers, regulators, competitive markets, new skills and disruptive technologies have changed the market landscape. An effective business process services strategy can help utilities reinvent themselves.

What we do

Accenture Intelligent Utility Operations has the expertise to help boost customer satisfaction, double growth rates and reduce costs by as much as 50 percent.

Energy products
and services

Provides all operations required to define, pilot, launch and industrialize new products and services:

  • New service start-up
  • Digital marketing and promotion management
  • Contracts management
  • Vendor management
  • Order management
  • Customer insights
  • Energy management services
  • Energy Efficiency (EE) and Demand Side Management (DSM) services

Digital asset
and field worker operations

Provides end-to-end operations to manage assets and field force activities:

  • Strategy and capacity planning
  • Procurement and supply chain management
  • Field work command center
  • Field force scheduling, dispatch and support
  • Asset digitization and monitoring

Digital customer interaction
and meter to cash

Provides fully integrated retail and customeroperations across the customer lifecycle:

  • Customer journey management
  • Contract and enrolment management
  • Digital customer engagement
  • Revenue cycle management
  • Customer care interaction and management

Advanced grids
and metering operations

Provides end-to-end operations to manage smart devices and smart insights:

  • Smart meter deployment
  • Capacity forecast and planning field
  • Support and contractor performance
  • Meter procurement and supply chain
  • Smart meter and data exceptions
  • Smart data analytics
  • Losses and fraud management

Why work with us

Accenture has helped clients to achieve business outcomes:


Reduce cost to serve per client 30% to 50% in the retail and customer operations businesses


Move 35% to 50% of customer interactions to digital channels


Eliminate > 40% of manual work through automation and robotics


Decrease time to launch new products and services and activate new business models

“We build the future with our attitude, behavior and courage.”

José Rafael Gómez Herrera
Utilities Business Process Services Lead – Accenture Operations

Watch as José Rafael Gómez Herrera, Utilities Business Process Services Lead – Accenture Operations, provides a brief overview of how we help utilities reinvent themselves to power up outcomes.

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