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Case study

The challenge

A top-performing utility major wanted to improve their customer experience by developing a mobile application to stay ahead of the competition. The company realized they had minimal digital engagement with their customers. Based on its successful business engagements with Cognizant for over 10 years, the utility company reached out to us to drive their mobility and utilities digital transformation initiatives.

Our approach

The goal was to improve customer experience and enhance customer satisfaction—in two phases. In the first phase, Cognizant built an easy-to-use app on the iOS and Android platforms, with all the basic functionality customers need to access their accounts, pay bills and make service requests. We also built in analytics to track and analyze customer engagement.

Phase two, which is currently under development, will include advanced features—such as voice and mobile watch integration as well as mobile wallet—that offer personalized support while helping to define the company’s mobility vision for the future.

Digital transformation that deepens interaction with customers

The mobile application helped enable quick access to critical information. The instant communication channel had the customers connected with the company at all times. Further, with the development of phase two, the journey to digital transformation will be cost effective and more efficient.

90%

increase in customer satisfaction scores

82%

increase in daily new users

200,000

app downloads and counting