Cognizant and SmartestEnergy Partner to Transform Employee IT Support Experience
Cognizant Partners with SmartestEnergy to Enhance Employee IT Support Services
In a significant move aimed at improving employee experience, Cognizant (Nasdaq: CTSH) has announced a strategic collaboration with SmartestEnergy, a leading energy provider in the UK focused on guiding businesses through the energy transition. This partnership seeks to reinvent the internal IT support services at SmartestEnergy, thereby setting the stage for scalable growth and an improved omni-channel experience.
Transforming IT Support Infrastructure
Under this collaboration, Cognizant will be tasked with overhauling the first and second-line IT support services of SmartestEnergy’s internal helpdesk. The goal is to enhance service responsiveness and enrich the overall employee experience. By adopting a shift-left strategy, the initiative aims to streamline the resolution of IT issues, thus improving overall efficiency.
The omni-channel approach introduced by Cognizant is expected to increase the utilization of chat channels, which will help in expediting service requests while boosting customer satisfaction (CSAT) response rates. One of the significant objectives is to reduce the user-to-ticket ratio, allowing the IT support team to handle a greater volume of requests with improved turnaround times. This is anticipated to decrease existing backlogs and introduce zero-touch device provisioning and management functionalities, thus liberating support technicians to tackle more complex challenges.
Harnessing the Power of AI
Furthermore, Cognizant plans to conduct a thorough analysis of SmartestEnergy’s current business operations and technological landscape. This evaluation will offer insights into the application of Generative AI technology, such as User AI and Voice AI, designed to accelerate information discovery capabilities and optimize decision-making processes in line with the company’s strategic priorities.
Claire Talbot, Global Vice President of IT at SmartestEnergy, emphasized the importance of this partnership by stating, "We selected Cognizant to transform our employee support services because of their commitment to helping us achieve our people-powered mission. As we celebrate our 25th year in the UK, we are aligned for growth and require a strategic partner that can align with our vision for expansion into the US, Australia, and other European markets."
This sentiment resonates with the core mission of SmartestEnergy, which is centered around enabling customers and partners to transition towards net-zero energy solutions. By enhancing the tools available to their employees, SmartestEnergy aims to ensure that their workforce can effectively handle internal customer requests, thereby playing an essential role in the broader goal of energy transition.
Supporting a Sustainable Future
Rohit Gupta, Cognizant’s UKI Managing Director, expressed pride in the partnership, acknowledging SmartestEnergy as a leader in the renewable energy sector. He stated, "We are excited to support SmartestEnergy’s mission towards a net-zero future. Through our collaboration, we look forward to improving their IT operations and employee support systems, which is critical to the success of their strategic programs."
Cognizant’s involvement highlights its commitment to delivering modern business solutions and transforming customer experiences across various sectors. The partnership with SmartestEnergy exemplifies a forward-thinking approach that integrates technology with operational excellence, ultimately aimed at fostering a sustainable future.
SmartestEnergy, known for its adaptive business model and commitment to the complex journey towards 100% renewable energy, is poised for continued success as it advances its innovative retail and trading solutions. The focus remains on making the energy system fairer and more powerful, showcasing the benefits of transitioning from fossil fuels to cleaner energy alternatives.
Understanding that each client is at a different stage of the transition journey, SmartestEnergy leverages its community to connect generators with customer demand, accelerate market growth, and create job opportunities while championing a greener energy landscape.
This partnership, which marks a key milestone in SmartestEnergy’s journey, promises to bring enhanced efficiency to its operations, ensuring that both employees and customers can navigate the energy transition with confidence and clarity.