As the Utility Industry is grappling with mounting challenges, due to deregulation, consolidation and ever increasing competition, it becomes imperative for the industry to re-define its technology and business process capabilities. New models of value creation, changing dynamics across the business process and the strict regulations from the local and central authorities are transforming the Utilities sector from a traditional integrated sector to a highly competitive customer-centric sector

The Utility companies are exposed to spiraling wholesale pricing volatility and face the uncertainties of the competitive customer markets forcing them to comply with the ever-changing Regulatory & Reporting Requirements and reduce costs to achieve top quartile operating and cost performance.

Thus Utility companies are turning to Outsourcing as a Strategic Initiative to improve the Operational Effectiveness

Outsourcing Customer-facing activities is being adopted as a viable option for the utility segment looking to reduce Cost of Operation, improve Process efficiency to keep up with the competition, regulatory pressure and increased Customer Satisfaction

  • Utility companies have been the active buyers of multifunction BPO – IDC
  • Adoption of Process Centric Customer Service is the number one strategy for utility companies to beat regulatory challenges and differentiate their business
  • 60 percent of the water utilities industry have been outsourced or plan to outsource in Qatar

CGC advantage:

  • CGC’s BPO practice across the utilities sector allows companies to achieve their objectives through
    • Process improvement
    • Labor arbitrage
    • Technology innovation
  • CGC’s Strong Experience in Regulatory Constraints like OFCOM, OFWAT, OFGEM, OFT, FDCG, FDCA etc
  • CGC utility Centre of Excellence brings in tangible business benefits for the utility segment by
    • Reducing Daily Sales Outstanding
    • Reducing Customer Disputes
    • Increasing Collection Amount
    • Reducing On Account Receipts
    • Ensuring Quality Accuracy and meeting Cycle Time Adherence
  • Rich experience in Utilities Transformation and SAP for global utility clients
  • A  good  number of consultants and advisors working on proven Utility Back Office Solution, Works and Asset Management, CRM and Billing

CGC Utility Service Offerings

  Customer Service Management:   Customer Acquisition Services:
  • Customer Care Support
  • Billing and Account Enquiries
  • Customer Up-sell
  • Customer Retention
  • Electronic Customer Service
  • Letter Correspondence
  • Process Move-in / Move-out
  • Campaign Management
  • Account Setup & Management
  • Market Research
  • Awareness generation
  • Sales for Residential and Commercial Customers
  • Contracts Management
  Billing and Collection Services:   Service Order Management:
  • Billing & Invoice residential and commercial customers
  • Billing of Unmetered Services
  • Collections Management
  • Customer Disputes / Refunds
  • Payment Processing
  • Order Processing
  • Order Fulfillment
  • Meter to Cash Services
  • New Meter & Exchange Requests
  • Meter Reading Validation
  Customer Financial Management:    
  • Accounting Services
  • Accounts Payable
  • Accounts Reconciliations
  • Credit Management
  • Reporting and Analytics


  Back Office
  • Voice, Mail and Web-based Services
  • HR Support and Payroll Processing
  • Knowledge, Legal and Post-processing Services
  • Supply Chain Management / Procurement Management
  • Research & Analytics – Customer Service and Operations Analysis


SCM for Utilities
Our specific utility focused service offerings include:

  Sourcing:   Logistics Support:
  • Vendor Management
  • Requirement Processing
  • Source Strategy
  • Supply Order Collaboration
  • Spend Analytics
  • E-Sourcing
  • Direct/Indirect Procurement
  • Transportation Planning & Management
  • Distribution Management
  • Freight Costing
  • Freight Audit
  • Fleet Management
  • Reverse Logistics
  Inventory Planning & Management:   Order Management System:
  • Inventory Forecasting/Analytics
  • Replenishment Panning
  • Master Data Management
  • Product Tiering/Mapping
  • Product Coding (UNSPSC, EAN)
  • SKU Data Management
  • Spend Analytics
  • Order Fulfilment
  • Order Routing & Optimisation
  • Order Substitution
  • Sales Order Processing
  • Pricing & Billing
  • Returns Management
  Warehouse Management:   SCM Visibility & Tracking:
  • Goods Receipt
  • Warehousing & Storage
  • Merchandise Distribution
  • Outbound Processing
  • Returns
  • Virtual Warehousing
  • Cross Docking
  • Fulfilment Visibility and Tracking
  • Promotional Planning
  • Procurement Visibility & Tracking
  • Transportation/Fleet Visibility & Tracking


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