By May 27, 2015 Read More →

EXL Named a Major Player in Utilities Customer Operations

EXL, a leading business process solutions company, has announced it has been recognized as a Major Player in a new IDC MarketScape: Global Professional Services Firms for Utilities Customer Operations, 2015 Vendor Assessment.

“We are delighted to be recognized as a Major Player in the IDC MarketScape for our utilities customer operations,” said Madhavi Dahanukar, Business Head of EXL Utilities. “Utilities companies understand their industry is changing. Competition is increasing and customers expect more. EXL helps our clients manage these changes by transforming their operations, incorporating analytics and smart technology, and improving their customer relationships. Some of our largest and longest client relationships are in utilities. Reports such as this validate the work we have been doing in this industry for over a decade.”

The report analyzes 15 professional services providers spanning IDC’s services research coverage. IDC MarketScape is based on a comprehensive and rigorous framework that highlights the factors expected to be the most influential for both short-term and long-term success.

EXL was specifically highlighted by IDC MarketScape for a broad range of utilities services, including:

– Customer-centric operations that improve billing accuracy, reduce complaints and reduce unbilled accounts
– End-to-end smart metering frameworks, including rollout and installation, customer service, and analytics-driven services, such as loyalty programs, consumption advice and outage management
– Proactive debt management to link operations with meter-to-cash processes to resolve and prevent debt issues.

EXL’s operations management services are underpinned by the Business EXLerator Framework™, a proprietary delivery model that integrates analytics, automation, benchmarking and other tools into client business operations. To continually expand the industry expertise of its employees, EXL has also created an in-house Utilities Academy that includes an SAP-ISU and SAP-CRM certification program.

IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of information and communications technology suppliers in a given market.


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