Not Your Standard Energy & Utility CX
Energy and utility customers hold providers to the same standard as their bank or online retailer. They expect fast, efficient, and proactive resolutions, on every channel, every time.
Sutherland delivers AI-powered, but human-led, CX transformation that improves customer satisfaction while reducing cost-to-serve.
Here’s how we make it happen:
- Fast Implementation: Rapid deployment of AI-powered CX platforms that integrate with existing utility infrastructure from day one
- Human + AI Advantage: We blend empathy, AI precision, and deep utility domain expertise to deliver experiences that are personal, fast, and measurable.
- Value at Scale: Outcome-based models tied directly to the KPIs that matter: CSAT, service levels, and collection rates.
95%
Overall CSAT Achieved
99%
Renewal Rate of Client Contracts
68%
Contacts Resolved Without an Agent
40–60%
Reduction in Operational Costs
$5M
In Annual Savings Delivered
56%
Above Target on Collections
How Sutherland Transforms Energy & Utility CX
We design experiences based on how energy & utility customers behave. Every stage is powered by AI and delivered by people who understand the sector.
Our Solutions
We help Energy and Utility companies deliver better customer experiences that create real value. By combining digital engineering, AI-driven automation, and operational expertise, we continuously improve grid performance, customer engagement, and utility operations.
CX Journey Assessment
An 8-week diagnostic identifying high-ROI CX gaps across the end-user journey.
Digital Consulting
Strategic advisory for CX transformation, collections improvement and regulatory performance powered by Sutherland’s AI Success Stack.
Application Modernization
CIS, IVR, and self-service portal modernization that directly improves the energy and utilities customer experience.
Data Analytics
Identify what’s driving contact volume and customer dissatisfaction and fix it at the source.
CX Engineering
End-to-end omnichannel CX for energy providers, from billing and outage support to emergency escalation and self-service.
Experience-Led Digital Transformation
Redesigning energy customer journeys around data, empathy, and outcomes rather than just channel migration.
Insight and Design Labs
Research-led journey design for ratepayers and agents, built around real behavioral insight.
AI as a Service (AIaaS) for CX
AI apps purpose-built for gas and electric providers, from conversational bots to multilingual agents.
Contact Center as a Service (CCaaS)
AI-augmented, fully managed energy & utility contact center operations with outcome-based pricing and global delivery.
Meter-to-Cash Customer Operations
Front-office billing, payments, service orders, account management, and energy efficiency for customers.
Operational Intelligence
Uncover actionable customer and operational insights by harnessing unstructured voice data, chat transcripts, and Voice of Customer (VoC) analytics.
Collections and Delinquency Prevention
AI-powered customer-sensitive collections: predict risk, personalize outreach, and protect relationships.
Agentic AI Care Suite
Automate routine billing & workflows across chat & voice, with empathetic routing of safety and financial cases to human agents.
Partners
Premier Google Cloud Platform and OEM partner, co-developing next-generation conversational AI and CCAI solutions.
Joint research and development partner for machine learning routing, predictability models, and activity-based attribution.
Gold Certified Partner, with Sutherland Connect™ available natively on Azure as Azure Connect™.
(Labs 126 Innovation Partner)
One of only three partners working across both co-development and design.
(Platinum Partner)
Delivering AI-enabled Oracle Utilities solutions including customer care and billing.
Why Sutherland
38+ Years in Energy & Utility Expertise
Trusted by major energy providers across gas, electric, and competitive energy retail.
64 Core M2C Processes
End-to-end front- and back-office utility expertise covering residential and B2B customer operations.
AI-Powered Proprietary Platforms
Sutherland Connect®, HelpTree.ai, Collect.AI, Robility.AI, and Agentic NOC built for utilities.
Outcome-Based Contracts
70%+ of client partnerships are tied to measurable outcomes.
Sutherland Labs
Rapid prototyping and behavioral research powering next-generation energy & utility CX and grid operations.
Global Footprint
With 61+ delivery centers spanning 144 countries; Sutherland has the scale and reach to be your one global partner.
