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Redefining Digital Utility Customer Experience
A Joint Digital customer engagement offering from Tech Mahindra BPS and Smart Energy Water
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Connecting utilities and its customers, digitally

Modernizing Billing and the Meter-To-Cash processes lies at the heart of Utilities industry today. It is also one of the top picks for Utility CXOs when it comes to laying down the Digital Foundation within this sector. TechM’s Digital CX expertise coupled with SEW’s industry leading digital customer engagement platform can jointly enable a truly digital utility operation, over multi-channel options that can deliver:


Up to 30% Customer Savings
Up to 90% High Customer Adoption
Reduced FTE levels up to (40-60 % Back Office & 30-50 % Front Office
NPS increase up to +50 (20 points)
Reduced customer service cost of up to 40-60 %
Up to 72% Increased Customer satisfaction

The Smart Customer Mobile (SCM®) Platform

To simplify modern utility customer journeys, SEW has rolled out the Smart Customer Mobile (SCM®) digital engagement platform that produces cost-effective digital customer experiences driving business outcomes at lightning speed. Powered by AI/ML, BOTs and other data-driven intelligent systems, the platform can transform utility–customer relationships by facilitating real-time, two-way communication between them, ensuring elimination of failure demand errors in the meter to cash processes. TechM’s Digital Front Office as a Service offering enabled by SCM®, can lead to the following outcomes:

Up to 25-30% Reduced Call Volume
Up to 45% Low Operational Cost
Right Party Contact: >90%
Same Day Resolution: >80%

Our joint Promise

Rapidly roll out Digital Utility Journeys in 4-10 weeks

Addressing the issue of balancing solution functionalities with the paucity of time and resources, complimented by ongoing pandemic/COVID-19 situation globally – SEW and TechM have come up with a “Rapid deployment solution model”. It is characterized by accelerated timelines resulting in faster & modular deployments with seamless integrations while ensuring business continuity with least possible impact. Our Rapid deployment model with accelerated implementation through digital platform, can dramatically enhance customer experience (CX), reduce the high call volume by up to 22%, improve customer service levels and reduce the query resolution time delivering results within weeks.

Combining for Success – End State Vision

Building on a digital foundation on a best of breed proven platform

Developing an integrated digital operating model

Become an industry disruptor redefining change



Leading the Way

Redefining Digital Utility CX with SEW

Powered by SEW, TechM is connecting utilities and customers, digitally.

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