Finally. Utilities Back Office Outsourcing That Actually Reduces Costs and Risk.
Stop wrestling with inefficient processes and compliance headaches. Our AI-powered, expert-managed back office solutions for the utility sector deliver guaranteed efficiency, 99.8% accuracy, and up to 60% cost savings.
Request A Free Consultation
Why Utility Leaders Trust LiveHelpIndia
When margins are tight and regulations are strict, you need more than a vendor. You need a partner who understands the stakes. Here’s why we are the trusted back office for leading utility providers.
Ironclad Data Security
Your customer and operational data is your most critical asset. We protect it with SOC 2, ISO 27001, and PCI DSS certified protocols, ensuring your data integrity and confidentiality exceed industry standards.
Unmatched Process Maturity
Say goodbye to inconsistent quality. Our CMMI Level 5 appraised processes guarantee predictable, high-quality outcomes and continuous improvement, giving you auditable and reliable operational performance.
Seamless Legacy System Integration
Worried about your complex, aging IT infrastructure? Our experts specialize in integrating with legacy CIS, ERP, and billing systems, ensuring a smooth, non-disruptive transition and optimized workflows from day one.
AI-Powered Efficiency
We embed AI and automation into our core processes, not as an expensive add-on. This drives down error rates, accelerates cycle times, and uncovers insights—delivering the benefits of AI without the R&D investment.
Dedicated Utility Experts
We don't just provide agents; we provide specialists who understand the nuances of the utility sector, from regulatory reporting to meter-to-cash cycles. You get a team that speaks your language.
Transparent & Predictable ROI
Our managed service model eliminates unpredictable operational costs. We provide clear, metric-driven reporting that demonstrates tangible ROI through cost savings, efficiency gains, and improved cash flow.
24/7 Operational Support
Utility operations don't stop at 5 PM. Neither do we. Our global delivery model provides round-the-clock support to manage exceptions, handle customer inquiries, and ensure your back office is always running.
Flexible Scalability
Handle seasonal peaks, new service rollouts, or market expansions without the overhead of hiring. Our model allows you to scale your back-office team up or down on demand, ensuring you only pay for what you need.
True Partnership Model
We succeed when you succeed. We act as a true extension of your team, proactively identifying opportunities for process improvement and cost savings to help you achieve your strategic business goals.
Comprehensive Back Office Solutions for Utilities
We offer a full spectrum of AI-enhanced back office services designed to optimize every facet of your utility operations, from meter reading to financial reporting.
Meter Reading Management
Ensure the accuracy and timeliness of consumption data, the foundation of your revenue stream. We manage data from various meter types, including smart meters (AMI) and traditional reads.
- Validation and exception handling for meter data.
- Coordination with field services for manual reads and issue resolution.
- Preparation of meter data for the billing cycle.
Billing & Invoicing Generation
Transform your billing into a highly accurate, efficient, and customer-friendly process. Our automated systems handle complex rate structures and ensure compliance with billing regulations.
- Automated processing of millions of bills with 99.8%+ accuracy.
- Management of tariff changes and special billing arrangements.
- Quality assurance checks to minimize billing errors and disputes.
Payment Processing & Reconciliation
Accelerate your cash flow with streamlined payment processing. We manage multiple payment channels and ensure every dollar is accounted for through meticulous reconciliation.
- Handling of payments from various sources (online, mail, auto-pay).
- Daily reconciliation of payments against outstanding invoices.
- Management of payment exceptions and returned payments.
Credit & Collections Support
Improve your debt recovery rates while maintaining positive customer relationships. Our team provides systematic and empathetic support for your collections process.
- Management of dunning notices and payment reminders.
- Administration of payment plans and assistance programs.
- Reporting on aging receivables and collection effectiveness.
Customer Information System (CIS) Management
Maintain the integrity of your core customer database. We handle all aspects of CIS data management, ensuring information is accurate, up-to-date, and accessible.
- New customer account setup and onboarding.
- Processing of service orders (move-in, move-out, transfers).
- Regular data hygiene and cleansing to ensure data quality.
Data Migration & System Upgrades
Execute complex data migration projects with minimal risk and downtime. Our experts manage the entire process when you upgrade your CIS or other core systems.
- Source-to-target data mapping and validation.
- Execution of mock and final data conversions.
- Post-migration data reconciliation and support.
Exception Handling & Resolution
Free up your internal experts by letting us manage the day-to-day operational exceptions. Our team identifies, investigates, and resolves issues before they impact customers.
- Proactive monitoring of system-generated exception queues.
- Root cause analysis of recurring billing and data errors.
- Coordination with IT and other departments for resolution.
Operational Reporting & Analytics
Turn your operational data into actionable business intelligence. We provide customized reports and dashboards to give you clear visibility into your back office performance.
- Development of KPIs for billing, payments, and collections.
- Analysis of trends in customer inquiries and disputes.
- Dashboards for monitoring SLA adherence and process efficiency.
Billing Inquiry Resolution
Provide your customers with fast and accurate answers to their billing questions. Our trained agents have access to CIS data to resolve inquiries on the first contact.
- Handling high-bill complaints and consumption queries.
- Explaining complex rate structures and charges.
- Processing billing adjustments and corrections.
Outage Communication Support
Keep your customers informed during service disruptions. We provide back-office support for outage management systems, helping to disseminate timely and accurate information.
- Updating outage maps and communication channels.
- Handling non-emergency outage-related inquiries.
- Compiling reports on outage impact and communication effectiveness.
Field Service Order Management
Ensure your field technicians have accurate and timely information. We manage the lifecycle of service orders, from creation to dispatch and final closure in the system.
- Creation and scheduling of service orders.
- Validation of data from completed field work.
- Updating customer accounts based on field service outcomes.
Regulatory Reporting & Data Audits
Navigate the complex landscape of utility regulations with confidence. We prepare the data and reports required by regulatory bodies, ensuring accuracy and timeliness.
- Compilation of data for PUC/PSC reporting requirements.
- Internal data audits to ensure compliance with standards.
- Support for external regulatory audits.
Accounts Payable (AP) & Receivable (AR)
Optimize your financial operations with our expert AP and AR management services, tailored for the unique vendor and revenue models of the utility industry.
- Processing of vendor invoices and expense reports.
- Management of AR aging and cash application.
- Month-end closing support and financial reconciliation.
Procurement & Supply Chain Support
Streamline your procurement processes for everything from office supplies to critical infrastructure components. We provide back-office support for your supply chain operations.
- Purchase order creation and management.
- Vendor data management and onboarding.
- Inventory data reconciliation and reporting.
HR & Payroll Administration
Offload time-consuming HR and payroll tasks. Our services ensure your employees are paid accurately and on time, and that HR records are impeccably maintained.
- Payroll processing and benefits administration.
- Employee data management and record-keeping.
- Support for HR compliance and reporting.
Proven Results in the Utility Sector
We don't just promise efficiency; we deliver it. Explore how we've helped utility companies like yours overcome their biggest back office challenges.
Billing Accuracy Transformation for Regional Electric Co-op
Industry: Electric UtilityA mid-sized regional electric cooperative was struggling with a high rate of billing errors due to manual adjustments and an outdated process. This led to increased customer complaints, long dispute resolution times, and delayed revenue collection, straining their customer service team and impacting cash flow.
"LiveHelpIndia didn't just take over our process; they re-engineered it. The improvement in accuracy and the positive feedback from our members has been remarkable."
Key Challenges:
- High volume of manual billing adjustments.
- Lack of standardized quality control checks.
- Increasing customer dissatisfaction (CSAT) scores.
- Slow resolution of complex billing disputes.
Our Solution:
We implemented a multi-layered solution combining process re-engineering and technology:
- Deployed an AI-powered validation layer to flag potential errors before bills were generated.
- Established a dedicated team of utility billing specialists to manage exceptions.
- Created a streamlined workflow for dispute resolution with clear escalation paths.
- Provided detailed analytics on error types to identify root causes.
Automating Compliance for a Major Municipal Water Utility
Industry: Water & WastewaterA large municipal water utility was facing significant operational risk due to its reliance on manual data entry for regulatory reporting. The process was slow, prone to human error, and consumed thousands of man-hours, putting them at risk of non-compliance penalties and damaging their public reputation.
"The peace of mind is invaluable. We now have full confidence in our compliance data and have freed up our internal team to focus on strategic initiatives. LiveHelpIndia delivered beyond our expectations."
Key Challenges:
- Risk of fines due to inaccurate or late reporting.
- High labor costs associated with manual data handling.
- Lack of a clear audit trail for compliance data.
- Inability to perform trend analysis on operational data.
Our Solution:
We introduced an automation-first approach to their data and compliance lifecycle:
- Implemented RPA bots to extract, validate, and format data from multiple sources.
- Developed a centralized data repository with a complete audit trail.
- Automated the generation of standard regulatory reports.
- Set up a quality assurance team to oversee the automated processes and handle exceptions.
Scalable Support for a National Telecom Provider's Growth
Industry: TelecommunicationsA rapidly growing national telecom provider needed to launch a new fiber internet service in multiple cities simultaneously. Their in-house back office was not equipped to handle the anticipated 200% surge in new account setups, service provisioning orders, and initial billing inquiries, threatening to derail the launch.
"LiveHelpIndia's ability to scale with our needs was a game-changer. They provided a fully trained team in weeks, not months, allowing us to execute a flawless, large-scale service rollout."
Key Challenges:
- Inability to hire and train staff fast enough.
- Risk of poor customer experience for early adopters.
- Potential for massive backlogs in service provisioning.
- High costs and long-term commitment of hiring permanent staff.
Our Solution:
We provided a flexible, on-demand team that integrated directly with their systems:
- Assembled and trained a dedicated 50-person team in under four weeks.
- Established 24/7 operations to process new orders as they came in.
- Handled all back-office tasks: account creation, credit checks, and provisioning coordination.
- Provided a flexible contract that allowed them to scale the team down after the initial launch peak.
Technology & Platforms We Master
Our teams are proficient in the core enterprise systems and modern automation platforms that power the utility industry, ensuring seamless integration and maximum efficiency.
What Our Clients Say
Hear directly from leaders in the utility and related industries who have transformed their operations with LiveHelpIndia.
"The transition was seamless. The LiveHelpIndia team felt like an extension of our own from day one. Their expertise in utility billing is evident, and the accuracy improvements have significantly reduced our customer complaints."
"As a CFO, I'm focused on the bottom line. LiveHelpIndia delivered a 40% reduction in our back office operational costs within the first year, all while improving our compliance reporting. The ROI is undeniable."
"Data security was our biggest concern. Their SOC 2 and ISO 27001 certifications gave us the confidence to move forward, and their performance has been flawless. They treat our data with the highest level of care."
"We needed to scale our support team quickly for a new smart meter rollout. LiveHelpIndia provided a fully trained, scalable team that handled the volume without a hitch. It was critical to the project's success."
"Their ability to work with our legacy CIS was impressive. We were concerned about the learning curve, but their team got up to speed faster than our own new hires. Their expertise is top-notch."
"The level of reporting and transparency is fantastic. I have a clear, real-time view of our back office performance, which gives me incredible confidence in our operations and helps in strategic planning."
Ready to Modernize Your Back Office?
Let's discuss how our AI-powered solutions can reduce your operational costs, mitigate compliance risks, and improve customer satisfaction. Schedule a free, no-obligation consultation with one of our utility sector experts today.
Get Your Free Process AssessmentFrequently Asked Questions
Have questions? We have answers. Here are some common inquiries from utility leaders considering our back office outsourcing services.
Data security is our highest priority. We are an ISO 27001, SOC 2, and PCI DSS certified company. This means our security protocols, infrastructure, and processes are independently audited to meet the strictest international standards. All data is encrypted in transit and at rest, access is restricted on a need-to-know basis, and our employees undergo rigorous background checks and continuous security training. We provide a secure environment that often exceeds the capabilities of an in-house team.
Absolutely. We have over 20 years of experience specializing in complex enterprise environments. Our teams have extensive experience working with a wide range of legacy and modern utility platforms, including SAP IS-U, Oracle Utilities, and various homegrown CIS/billing systems. Our onboarding process includes a thorough discovery phase where we map your existing workflows and create seamless integration points, ensuring we operate as a true extension of your infrastructure without requiring you to make expensive system changes.
We follow a structured, four-phase onboarding process designed for zero business disruption: 1) **Discovery & Planning:** We work with your team to document processes and define SLAs. 2) **Team Assembly & Training:** We select and train a dedicated team specifically on your processes and systems. 3) **Process Transition & Shadowing:** Our team works alongside yours to ensure a smooth knowledge transfer. 4) **Go-Live & Stabilization:** We take full ownership of the processes, with hyper-care support and daily performance monitoring to ensure a stable and successful launch.
You gain more control, not less. Our CMMI Level 5 maturity means our processes are defined, measured, and continuously optimized. We provide you with a dedicated account manager, regular performance reviews, and access to real-time dashboards with key performance indicators (KPIs). You have complete transparency into your operations, and all work is governed by a strict Service Level Agreement (SLA) with clear metrics for quality, timeliness, and accuracy.
We offer flexible pricing models to suit your needs, including per-transaction, per-FTE (full-time equivalent), or a fixed monthly fee for managed services. Our clients typically see cost savings of 40-60% compared to in-house operations. This is achieved through labor arbitrage, process efficiencies from our AI and automation tools, and reduced overhead costs for you (no need for additional recruitment, training, benefits, or office space).
Our model is built for flexibility. We can typically scale your team up or down within 2-4 weeks, depending on the complexity of the roles. This allows you to respond rapidly to changing business needs—such as seasonal peaks, new acquisitions, or special projects—without the long lead times and high costs associated with direct hiring.