With the rise of Millennials, distributed energy resources and new pricing models, the needs of utility customers are rapidly changing. How do utilities keep up—and get ahead—with delivering top-quality customer care that embraces evolving customer demands?

Business process as a service (BPaaS) is becoming an important option to address these needs and stay ahead—but what do utilities think about this approach? How does it work for utilities when customer service is often seen as a key component of utility operations?

This paper explores:

• How utilities are responding to new customer demands
• The role that BPaaS can play in addressing new demands
• How new technologies and approaches can improve the utility – customer relationship