SmartestEnergy Partners with Cognizant to Innovate Support Services
This collaboration is set to strengthen the employee experience and improve operational efficiency at SmartestEnergy.
Cognizant has announced a strategic partnership with SmartestEnergy, a prominent renewable energy company that assists businesses in navigating the energy transitions. This collaboration aims to enhance the internal IT support functions within SmartestEnergy, ensuring scalable growth through a smooth and effective omni-channel experience.
Transforming IT Support Functions
The partnership will see Cognizant revamping SmartestEnergy's first and second-line IT helpdesk support services. This initiative is focused on enriching the employee experience by significantly improving service responsiveness. An essential aspect of this transformation involves implementing a shift-left strategy, which promises to enhance the resolution of technical issues efficiently.
Enhancing Efficiency through Omni-Channel Strategies
With a focus on adopting omni-channel support mechanisms, Cognizant plans to encourage the increase of chat channel usage and streamline service requests. This strategic approach aims to accelerate turnaround times, boost customer satisfaction response rates, and decrease the user-to-ticket ratio dramatically. By alleviating support backlogs and establishing capabilities for zero-touch device provisioning and management, the key goals include enhancing employee productivity while enabling support personnel to tackle more intricate challenges.
Investigating New Technologies
Moreover, Cognizant is set to conduct an in-depth analysis of SmartestEnergy’s existing business and technological environment. This study will explore how generative artificial intelligence (Gen AI) solutions, such as User AI and Voice AI, could be integrated into operations to expedite information discovery and optimize decision-making in line with SmartestEnergy's strategic goals.
What SmartestEnergy and Cognizant Say
Claire Talbot, the Global VP of IT at SmartestEnergy, shared her thoughts on the collaboration, saying, "We chose Cognizant for this transformation because of their commitment to aiding us in achieving our people-oriented mission. As we enjoy our growth while marking our anniversary in the UK, demonstrating our ambition for global expansion requires having the right strategic partner on our side."
Additionally, she emphasized, "This partnership with Cognizant will enable us to equip our employees with the necessary tools to manage internal requests effectively, thus empowering them in guiding our customers confidently through the energy transition towards net zero."
Rohit Gupta, the Managing Director at Cognizant, highlighted the visionary position of SmartestEnergy, stating, "SmartestEnergy leads in the renewable energy sector, and we are proud to support its mission for the net zero transition. We are enthusiastic about enhancing SmartestEnergy’s strategic initiatives and improving its IT operations and employee support through this partnership."
About SmartestEnergy
SmartestEnergy is dedicated to empowering customers, generators, and partners on the journey to achieve net zero emissions. Understanding that transitioning to 100% renewable energy can be complex, SmartestEnergy offers tailored solutions to address the unique challenges faced by different stakeholders. The company’s innovative retail and trading strategies focus on creating a more equitable and efficient energy system, connecting generators with customer demand to accelerate market growth, create jobs, and advocate for sustainable energy practices.
About Cognizant
Cognizant, a member of the Nasdaq-100, specializes in engineering modern business solutions. By assisting clients in modernizing technology and reimagining processes, Cognizant plays a crucial role in helping organizations thrive in an evolving world. Their commitment is to enhance everyday life through technology.
Frequently Asked Questions
What is the purpose of SmartestEnergy and Cognizant's partnership?
The partnership aims to enhance employee IT support services, improving operational efficiency and service responsiveness at SmartestEnergy.
How will Cognizant's involvement impact SmartestEnergy’s employee experience?
By streamlining support processes and implementing advanced technologies, Cognizant will improve the employee experience significantly.
What innovative technologies will be explored in this collaboration?
The partnership will explore generative AI solutions such as User AI and Voice AI to optimize decision-making and enhance information discovery.
What does SmartestEnergy aim to achieve through this initiative?
SmartestEnergy aims to facilitate a smooth transition for their customers towards net zero, ensuring that their employees are well-equipped to manage internal requests efficiently.
Who is involved in this collaboration?
The collaboration involves SmartestEnergy and Cognizant, with key stakeholders including Claire Talbot and Rohit Gupta discussing the strategic importance of this partnership.
