Cognizant has today announced a collaboration with SmartestEnergy, the energy company helping Britain's businesses navigate the energy transition, to transform its employee support services and enable scalable growth through a seamless omni-channel experience.
As part of the alliance, Cognizant will transform the first and second-line IT support functions of SmartestEnergy's internal helpdesk. This initiative is designed to enhance the employee experience, accelerate service responsiveness, and implement a shift-left strategy to improve issue resolution.
Through the omni-channel approach, Cognizant aims to help SmartestEnergy increase chat channel adoption and streamline service request processes to speed up support turnaround times, improve the CSAT response rate, and decrease the user-to-ticket ratio. By reducing support backlogs and implementing zero-touch device provisioning and management capabilities, the collaboration focuses on boosting the productivity of employees and freeing support staff to focus on more complex issues.
Additionally, Cognizant will conduct a comprehensive study of SmartestEnergy's current business and technology footprint to explore how Gen AI solutions, including User AI and Voice AI, could be implemented into the business's operations to accelerate information discovery and optimise decision-making aligned with its strategic priorities and policies.
Claire Talbot, Global VP of IT at SmartestEnergy
SmartestEnergy has selected Cognizant to transform our employee support services due to the team's commitment to helping us realise our people-powered mission. We are in a position of growth as we celebrate our 25th anniversary in the UK this year, but our plans for global expansion in the US, Australia, and into further European geographies require having the right strategic partner in place. This collaboration with Cognizant will help us provide our employees with the tools they need to manage internal customer requests more effectively, so they can continue to play a vital role in ensuring our customers can navigate the energy transition towards net zero with confidence and clarity.
Rohit Gupta, UK&I Managing Director at Cognizant
SmartestEnergy is a forward-thinking leader in the renewable energy space, and we're proud to support its mission to drive the net zero transition. We look forward to enabling SmartestEnergy's strategic programmes and improving its IT operations and employee support capabilities as part of this initiative.
