Empowering Utilities Providers
The focus on sustainability, consumption, and market competition is pushing utilities companies to improve or transform the quality of their services. Frequently this demands the re-engineering of existing models and systems.
At Covalen, we drive exceptional performance through tailored service models while increasing process and cost efficiencies. We collaborate with clients to build the right capabilities to effectively manage workflows and develop a seamless end-to-end customer experience.
Deep expertise in heavily regulated public service industries allows us to provide best-in-class support, enabling our clients to deliver efficient, customer-centric services. We comply with the Consumer Protection Code, General Data Protection Regulation (GDPR), the Law Enforcement Directive (LED), and the Data Protection Act 2018.
A trusted outsourcing and managed service provider in the energy industry, Covalen design and deliver innovative services to meet the ever-growing needs of today’s energy consumers.
The industry shift to de-regulated private enterprises and the adoption of new technologies like smart grid metering and alternative energy — is driving companies to re-think their operating models.
Energy Service Providers (ESPs) worldwide face an influx of new regulations and mandates for Energy Efficiency and Conservation (EE&C) programs. Consequently, this growing emphasis on energy consumption is changing consumer perception and preference. Today, more than ever—consumers want energy-efficient, sustainable solutions to reduce bills, conserve energy and contribute towards a lower carbon future.
ESPs who understand shifting consumer preferences in light of industry changes can leverage advantages. A willingness to explore consumer values, motivations, and behaviours—and shape personalised offers to meet consumers’ needs — drives better customer experiences.
A key driver of competition is that consumers are inclined to switch if they become aware of a more attractive offer. At Covalen, we realise that educating consumers about the value of switching providers and plans, or staying with their current supplier—helps energy and utilities companies protect, or increase their market share.
Our goal is to create and sustain high-performance across sales, service, support, and operations. Covalen’s flexible, scalable solutions include end-to-end customer experience and operations support.
Advantages of Outsourcing to Covalen include –
- Enhanced customer satisfaction scores (CSAT)
- Continuous employee training to improve the customer experience and increase conversions
- Innovative go-to-market campaigns
- Best-in-class service models designed that leverage competitive advantages
- Enhanced back office processing to increase efficiencies
- Reduction in costs relating to hiring, onboarding, and developing key talent
- Reduction in operating expenses