Challenges in Energy, Telecomunications and Utilities industries

The energy, utilities and telecommunications industries have experienced tremendous change over the past years, due to new industry behavior and liberalization. Customers are free to choose their preferred provider, creating tremendous pressure on margin of incumbents.
New entrants will have to address the following challenges:

• Which is the most effective service model in order to quickly attract new customers?
• What are the latent needs of retail customers?
• Which are the service components which have the highest impact on customer experience?
• How service quality can justify higher price?
• How should I design our service chain to fulfill latent needs and improve customer experience?
• Which is the potential cost to serve improvement achievable eliminating unnecessary waste in our service operations?

How A-CCI transforms challenges in results in the Energy, Telecommunications and Utility industry

Our energy and utility practice has accumulated large on-the-ground experience applying lean service management principle in order to:

• Define innovative and high quality service model
• Identify customer latent needs
• Identify service components with the highest impact on customer experience
• Measure the effect of service quality on retail price
• Design and implement service chain capable to fulfill latent customer needs
• Reduce cost to serve dramatically through waste elimination in service operations