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CAPABILITY


Accenture Energy Consumer Services

We develop leading strategic and operational capabilities to help energy providers implement innovative retail and customer care solutions.

Overview

Around the world, energy providers are facing unprecedented and fundamental change. Rapid advancements and widespread adoption of distributed generation, connected technologies and changing consumer preferences are just a few of the game changers. 

Accenture Energy Consumer Services helps energy providers anticipate and respond to market changes with speed and agility, while also achieving the key business imperatives of cost effectiveness, revenue assurance/extension and customer satisfaction. Our electricity, gas and water clients realize higher value with our world-class team, assets, tools and accelerators.

Specific Services

Accenture Energy Consumer Services offers our clients:

  • Digital Engagement Services. As the largest digital agency in the world, we are uniquely positioned and we have a proven track record helping energy providers with their full digital transformation journey from strategy, operating model and governance through to digital architecture and operations. Digital solutions can help our clients achieve up to 70 percent self-service, and reduce their OPEX costs while enhancing customer engagement and satisfaction.

  • Digital Customer Operations. We help energy providers transform their customer operations by leveraging digital capabilities and our global delivery network to deliver measurable quality improvements, enhance revenue protection and enable the sales and service workforces to better meet customer needs with up to 50 percent operational cost savings. Leveraging our global delivery network, industry-specific solutions and our skilled professionals, we help our clients decrease turnaround time on customer requests, resolve back logged issues, and realize energy efficiency objectives.

  • Customer Solutions Services. We help our clients to streamline meter-to-cash processing, improve operational efficiency, and enable next-generation capabilities by replacing and enhancing their Customer Information Systems (CIS), integrating smart technologies, delivering Customer Relationship Management (CRM) solutions, and embedding analytics into business decision making. We are known for our experienced project teams, strong alliances with SAP, Oracle and Microsoft, and our proven methodologies and implementation accelerators that reduce time to deliver and improve quality.

  • Energy Business Services. We provide the infrastructure, human resources and services to rapidly launch customer operations for new markets and/or new products and services. Our agile solution leverages a hosted, cloud-based platform that provides end-to-end digital, customer care, billing and analytic capabilities that drive up to 40 percent in cost savings and cut time-to-market in half.

Why Accenture

Accenture combines extensive industry experience with innovative services. Key benefits include:

  • World-class strategy, consulting, technology, digital and operations capabilities for our electricity, gas and water clients

  • Differentiated assets enabling global collaboration and proven leading practices, including digital capabilities

  • Proven utilities customer service operator at scale

  • Exceptional track record of successfully delivering large, complex business and technology transformation programs

ACCENTURE POSITIONED AS A LEADER IN UTILITIES CUSTOMER OPERATIONS IN NEW IDC MARKETSCAPE

New Energy Consumer Research Program

The New Energy Consumer research program is designed to help utilities understand emerging consumer needs and preferences, to identify new challenges and opportunities and to bring focus to the critical competencies required to succeed in the evolving energy marketplace.

The program draws upon primary research insights from end consumers around the world, leading practices from industry and cross-industry providers, and technology adoption analysis.

DOWNLOAD THE VIDEO TRANSCRIPT (PDF) (PDF, 178KB)

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