Energy & Utilities
Reliable services for essential needs.
Energy and utility providers operate at the intersection of infrastructure, regulation and citizen expectation. As the sector navigates the energy transition and rising demand for digital services, Intelcia helps organisations maintain service continuity while building for the future.
Keeping essential services running.
High-volume customer operations at scale
From billing enquiries to outage management, our CX teams handle large contact volumes with operational precision. We support providers during peak periods, transitions and crises maintaining quality when it matters most.
Infrastructure resilience and digital readiness
Intelcia Tech helps energy and utility organisations modernise their IT environments, strengthen cybersecurity posture and build the digital platforms that support both operations and customer-facing services.
Seamless transitions for customers
Whether switching suppliers, managing a contract change or navigating a new digital channel, customers in energy services need clarity and reliability. We design CX journeys that reduce friction at every step.
Operational expertise for critical infrastructure.
• Billing and account management support • Outage communication and crisis management • Digital transformation of customer portals • Sustainable IT infrastructure advisory • Field workforce support and scheduling optimisation
Turning 40,000 monthly survey returns into NPS movement.
Challenge
A European energy supplier collected over 40,000 survey responses a month across hot CSAT and cold NPS instruments. More than 4,000 carried open verbatims, categorised by a keyword tool that missed nuance and left the operational teams without actionable reading.
Solution
Through Evoluciona, Intelcia CX's hub for AI and innovation, the solution was the restructuring of the category tree, LLM-benchmarked accuracy testing against manual annotation, and an interactive dashboard giving teams a read by site, category and satisfaction indicator.