Strengthening utilities with empowered customers

We’re working in partnership with the utilities sector to create a sustainable future through data-led insight and innovation, transforming new consumer demands into opportunities to grow.
Utilities engineer on wind farm

Achieving net zero is everyone’s responsibility - we all have our part to play

For customers, this means radical lifestyle change: adopting new ways of heating our homes, generating our own power through microgeneration, and reducing our personal carbon footprint through capture and removal. It’s a level of complexity for which many people are not prepared.

At Capita, we’re experts at helping organisations to empower their customers. We’re also championing the transformation of the utilities industry, enabling a culture of not just energy consumption, but energy creation.

Our solutions support the utility sector in their transition and transformation journey while turning environmental concerns, new regulations, and new consumer demands into opportunities to grow your business. From designing the new services that consumers will need, to training your people and harnessing your data and technology to deliver them, we can help you to make the next-generation customer a reality.

No 2

Supplier to the energy and utilities industry in the UK and Ireland* ( BPS 2020*)

20 years+

Over 20 years’ experience in the sector

68%

How much we reduced customer complaints for Southern Water customers

Transforming experience in utilities

Man on mobile phone

Simplifying the lives of Southern Water customers

We're working with Southern Water to transform and simplify customer experience, empowering customers to self-serve online.

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Girl running towards wind turbines

Road to net zero - our new report

According to our latest research only a fifth of people think that reaching net zero by 2050 is realistically achievable.

Download our exclusive report

The changing landscape for utilities

Our podcast mini-series brings together Industry experts to share their views on the changing landscape for utilities.

For utilities customers, there’s a shift in expectations in how they interact with providers, offering an opportunity for companies to influence behaviour by developing seamless digital experiences which give choices in how consumers use energy, and which enable consumers to take control of their demand and supply.

Infographics with the latest insights

How affordable is net zero?

Our research found two thirds of UK respondents believe achieving net zero will push up the cost of living. Download the infographic for further insights.

Download now

Worried about net zero?

We found that 43% of Generation X are concerned about achieving net zero, compared to 24% of baby boomers. Download the infographic for further insights.

Download now

Explore related solutions

01

CX transformation

We apply our deep heritage in customer experience and multi-industry expertise with our drive for innovation so your customers feel great about every touch point with you.

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02

Data and analytics

We leverage existing and new data sources to provide real time analytics from social media and voice channels, so you can better understand customer behaviour, journey pain points and trends to make transformational improvements.

Learn more
03

Complaints

We provide best in class escalated complaints handling, encompassing consulting and delivery services, and the latest technology on an end to end or modular basis with priority given to customer outcome and experience.

Learn more
04

Payments

Pay360 by Capita brings over 20 years of payment and fraud prevention experience to our specialist payment solutions. We enable organisations to take payments quickly and compliantly, whilst managing fraud and income.

Learn more

Why Capita

A trusted customer experience transformation partner

We can operate and transform your customer contact channels and back office processes, helping you realise a true omni-channel customer experience. Our best in class operational delivery standards, coupled with our continuous improvement and transformational practices, are helping our clients reduce operational costs, drive up revenue, enhance customer experience and deliver new business insights.

We have extensive experience in delivering at scale, but we always remember the individual and deliver personalised, empathetic customer experiences.

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Organisational agility and regulated market expertise

We give our utility clients the edge by ensuring continuous improvement is part of BAU operations. We do this by identifying and delivering incremental improvements with a focus on the shortest possible speed to value. By breaking down large-scale changes, we can deploy them more quickly and give your customers the reassurance that you’re focused on continually improving their experience. 

We combine years of experience of operating in regulated markets with powerful technology and the capability to rapidly recruit and scale processes, enabling us to react more quickly than most.

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Collections through the eyes of your customers

Our human-centred approach to customers in arrears takes customer vulnerability, compliance and debt prevention into account, all in one simple, end-to-end service. This ensures fair and appropriate outcomes, whether through fully digital or agent assisted channels.

Using client data analysis through our data science teams, we develop the best strategies for debt prevention and to achieve better collections rates, reducing the cost to serve, driving up value for our clients and ultimately delivering the best possible customer experience.

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Where you can find us…

 

…and our 14,500 contact centre colleagues

The diversity of our delivery network means we can offer our clients flexibility, specialist skills, resources and technology, quality and cost-effectiveness through our onshore, nearshore and offshore locations. Our business sites include locations in the UK, Republic of Ireland and Northern Europe, complemented by operations and delivery centres in India, South Africa and the Middle East.

Hover over the tabs on the interactive world map to see where we are  

How can we help your business progress?

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