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Cognizant UK&I has secured a helpdesk transformation contract with SmartestEnergy, an SME-centric supplier with a focus on renewables and tech to support the transition to net-zero. The scope of the agreement covers the customer’s first and second-line IT support functions. The initiative aims to enhance the employee experience, accelerate service responsiveness, and implement a shift-left strategy to improve issue resolution.
Founded in 2000 and a wholly owned subsidiary of Japanese trading & investment conglomerate the Marubeni Corporation, London-HQ’d Smartest Energy began life as an aggregator of independent generation projects. Today, the company supplies of 1000 business customers across the UK and employs around 700 personnel.
The engagement with Cognizant will seek to help SmartestEnergy increase chat channel adoption and streamline service request processes to speed up support turnaround times, improve the CSAT response rate, and decrease the user-to-ticket ratio. The supplier will also conduct a comprehensive study of the client's current business and technology footprint to explore how Gen AI solutions, including User AI and Voice AI, could be implemented into the business's operations.
The win adds further momentum to the recent acceleration at growth Cognizant UK&I. Q125 saw its revenue increase by c.4% qoq on the back strengthening demand from Retail & Consumer Goods, Financial Services and Public Sector clients (see here). The deal also provides a boost to the firm’s progress in the Energy & Utilities vertical which generates around 10% of company turnover in this geography. We’ll get a better view of how FY25 is shaping up the region come the publication of the Cognizant’s second quarter results at the end of this month.
Posted by: Duncan Aitchison at 08:51
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energy
service+desk