Core
Customer Experience
Billing and outage contacts are where customers form their view of you.
- Billing and usage questions
- Payment arrangements
- Outage reporting and updates
- Move-in and move-out requests
Industries · Business Experience
Energy & Utilities.
Billing and outage support, planned ahead.
Energy providers and utilities serve essential needs under close regulatory oversight. Billing support, service scheduling, outage communication and back-office processing are handled by people trained on your rate plans and procedures, with QA set to the rules you operate under.
Functions that matter most
The challenge
Common operational problems in energy and utilities
Adding people doesn't fix these on its own. Each one needs a change in how the work is designed, and a team that knows your business.
- 1
Bills are complicated
Rate plans, estimated reads and adjustments create confusion and calls.
How we handle it: Agents are trained on your rate plans, with AI surfacing the history behind every bill.
- 2
Outages spike demand
Storms and outages can overwhelm contact channels in hours.
How we handle it: Surge plans are agreed in advance, with clear scripts and routing for outage contacts.
- 3
Customer protections are regulated
Payment arrangements, disconnection notices and vulnerable customers carry strict rules.
How we handle it: Every interaction is reviewed against those rules, and issues are coached quickly.
- 4
Field and office must connect
Appointments fail when scheduling and field teams are out of sync.
How we handle it: Scheduling teams coordinate with field operations in your systems.
Where we fit
Where each BX function fits in the energy and utilities lifecycle
- Customer Experience
- Revenue as a Service
- Back Office
- 1
Start
Start, stop and transfer service
Back office - 2
Bill
Bill and usage questions
CX - 3
Pay
Payments and arrangements
CX - 4
Visit
Field service scheduling
Back office - 5
Restore
Outage reports and updates
CX - 6
Save
Efficiency program enrollment
Revenue
Where the work sits across these stages
- Customer Experience: 3 of 6 stages
- Revenue as a Service: 1 of 6 stages
- Back Office: 2 of 6 stages
This is a typical lifecycle. Your Operations Analyst maps your actual process before anything changes.
How BX applies
Business Experience functions for energy and utilities teams
We look at your systems, workflows and customer lifecycle, fix what slows them down, then run the function with a dedicated team. These are the functions energy and utilities clients usually start with.
Core
Back Office
Service orders and billing exceptions have to be processed accurately.
- Start, stop and transfer processing
- Meter and billing exceptions
- Field service scheduling
- Customer correspondence
Often added
Revenue as a Service
Programs and plans only help customers who hear about them.
Efficiency and assistance program enrollment · Plan and product outreach
What we run for energy and utilities teams
A starting list. Your Operations Analyst scopes the exact work with you during the assessment.
- Billing Support
- Outage Reporting
- Service Scheduling
- Meter-to-Cash Processing
- Payment Arrangements
- Field Service Coordination
- Payment Support
- Efficiency Program Enrollment
- New Service Activation
- Account Management
Engagement model 01Co-sourcingKeep leadership of the function. A dedicated Insaan team works alongside yours, in your tools and to your playbooks.Learn about co-sourcing Engagement model 02Full outsourcingHand us the whole function. We fix the systems and workflows, then run it and answer for the results.Learn about full outsourcing
Hybrid Intelligence
How AI and people split energy and utilities work
Every function we run pairs AI with trained people. The two lists below show which energy and utilities tasks go to each.
AI handles
- Explains bill changes using usage and rate history
- Routes outage contacts and shares restoration updates
- Flags accounts that may need extra protections
- Reviews every interaction against your regulatory rules
People handle
- Sets up payment arrangements with care
- Recognizes customers in vulnerable situations
- Handles high-bill complaints and disputes
- Coordinates the exceptions with field teams
Data-driven QA
Quality review against your rules
Payment arrangements, disconnection notices and conversations with vulnerable customers are all closely regulated. Each contact is checked against the rules you operate under, and anything missed goes to coaching quickly.
What QA checks in energy and utilities
- 1Customer protections applied
- 2Payment arrangement terms explained
- 3Identity verification
- 4Accurate bill explanations
- 5Correct outage information
Your compliance team defines the rules. We configure training, scripts and QA to them; we don't replace your own legal or compliance advice.
NAS-AI · QA review
High bill inquiry
- Account holder verifiedPass
- Estimated read explainedPass
- Payment options offeredPass
- Assistance program not mentionedFlag
Passed checks
Logged to the record
Flagged items
Sent to the team lead for coaching
Example view. Your checks are set with your team.
Who runs it
Who runs your energy and utilities operation
From our flagship hub in Amman: university-educated, English-fluent professionals selected to North American standards.
- 1
Day one
Your Operations Analyst
Learns how your energy and utilities operation really runs, maps the lifecycle and designs where AI helps and where people lead.
- 2
Go-live
Your Function Manager
Takes over day-to-day leadership of your dedicated team and is accountable for the results you agree with us.
- 3
Every day
Your dedicated team
Trained on your products, policies and customers, working only on your account, and visible to you in NAS-AI.
FAQ
Questions about energy and utilities outsourcing
How do you handle outage surges?
We agree a surge plan with you in advance: scripts, routing, self-service messages and how extra capacity is brought in. NAS-AI shows volume against staffing as it builds.
Can you follow our regulatory requirements?
Yes. Your compliance team defines the rules, and we build training, scripts and QA around them. Every interaction is reviewed against those rules.
Can you support residential and business customers?
Yes. Teams can be trained and routed separately for each, with the policies and priorities that apply.
Is our team shared with other clients?
No. Your team is dedicated to your business and is never shared across accounts.
How do we see how the operation is performing?
Through NAS-AI, our operational intelligence platform. You see live performance, quality scores, compliance flags and coaching activity, the same view we manage to. Your Function Manager also reviews performance with you regularly.
Should we start with co-sourcing or full outsourcing?
It depends on how much of the function you want to keep running yourself. Co-sourcing adds a dedicated team alongside yours; full outsourcing hands us the whole function. Many clients start with co-sourcing and move to full outsourcing later.
Let's look at your energy and utilities operation.
Tell us which function you want to fix or scale. We'll show you what we would change, where AI and people fit, and who would run it.