Utility Operations Turnaround

Stabilizing and Scaling a Large Utility Customer Operations Portfolio

Client Context

A top-tier US utility provider facing significant operational instability across their multi-vendor customer service portfolio, impacting regulatory compliance and customer satisfaction benchmarks.

Challenges

Fragmented governance across multiple BPO partners
Inconsistent quality standards leading to regulatory risk
Lack of real-time visibility into cross-vendor performance metrics
Scaling pressure during peak seasonal demand cycles

Approach

Implemented a centralized Performance Management Office (PMO) with AI-enhanced auditing tools. Standardized vendor scorecards, introduced real-time analytics dashboards, and redesigned the escalation architecture to ensure board-level transparency.

Impact

22% improvement in First Call Resolution (FCR) within 6 months
100% adherence to critical regulatory compliance metrics
Reduced vendor variance by 35% through standardized governance
Successfully scaled operations by 40% during peak periods without margin erosion

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