energy and utilites

Technology change is sweeping across the utility industry. Technology advancements, such as smart grids and changing customer behaviors are creating new opportunities for customer engagement and transformation of customer service. We combine a deep understanding of the utility-customer relationship, technology expertise and experience managing business technology transformations in the utility industries that help clients meet their dual mandate of world-class customer experience and optimizing cost-to-serve.

CAPABILITIES

RealTek’s Solutions and Services within utilities is recognized for delivering exceptional customer experience. It addresses customer experiences across all touch points, including customer acquisition, billing, payment, collections, service orders, energy programs, inquiries and complaints and outage communications.

Utilities that operate in regulated and deregulated markets face a wide range of challenges, which this integrated offering addresses. The solution can use social media for customer engagement and provide personalization in services and marketing. It ensures seamless experience and provides self-service across channels, thus enabling increasingly mobile customers with convenient access to information. This provides marketing teams with greater control over the rollout of customer engagement initiatives.

BUSINESS & TECHNOLOGY CONSULTING

Customer experience management is recasting the utility customer relationship. A successful transformation of customer experience requires careful consideration of severalaspects such as new channel adoption, multi-channel communication and personalization. We are a trusted business advisor to utilities seeking to build a world-class customer experience.

• Digital Maturity Assessment
• Digital Transformation Roadmap
• Customer Journey Definition
• Enterprise Architecture Definition
• Product Evaluation

User Experience

The adoption of new channels such as mobility and social media is accompanied by the challenges of creating a consistently high quality digital experience across multiple channels. Our User Experience capabilities can help enforce brand consistency and create an immersive user experience.

• UX & Branding Strategy
• Information Architecture
• Personalization & Content Targeting
• High Fidelity Visual Design
• Campaign Management

Analytics

A key enabler of improved customer experience is customer insight. Deeper insight into customers is a pre-requisite for personalization and targeted delivery of communications, products and services. We can help you define the big picture and implement your vision.

• Big Data Strategy and Roadmap
• Enterprise Information Management
• Digital Analytics
• Customer Analytics

ENTERPRISE AND MANAGEMENT FUNCTIONS

Rapidly scale innovative, comprehensive, and proven approaches and solutions to accelerate enterprise-wide business value and performance. We help you embed technology-led innovation and digital capabilities to transform information technology and corporate functions including finance, talent management and procurement. Outcomes include:

• Enhanced decision making and planning
• Optimized talent recruitment and management
• Increased financial insights and forecasting
• Transformed IT systems management toward the Next Generation of IT
• Enhanced procurement efficiency and reduced operating costs

TRANSMISSION AND DISTRIBUTION

Deploy innovative business solutions to deliver the next generation of electric, gas and water networks.

Our experts help utilities improve asset performance, reduce costs, optimize grid operations, and achieve the full value from advanced metering operations data and capabilities. Outcomes include:

• Optimized integration of distributed energy resources (DER)
• Increased asset performance, reliability and resiliency
• Reduced operations and maintenance costs
• Enhanced preparedness and responses to cybersecurity threats
• Increased efficiency and productivity of field workers
• Improved outage management and restoration performance
• Realized new revenue models and opportunities

ENERGY RETAIL AND CUSTOMER SERVICES

Transform your utility retail business and customer care operations to thrive in the evolving energy ecosystem. With deep industry expertise in digital customer engagement, connected energy management services and customer platform solutions, we help utilities unlock business value from cost effectiveness, revenue assurance/extension and customer satisfaction. Outcomes include:

• Reduced customer cost to serve and cost to acquire
• Enhanced seamless digital customer experience
• Increased customer engagement and satisfaction
• Realized innovative customer solutions
• Increased speed to market of new products/services
• Identified new revenue models and streams