Managed Back Office Services for the Modern Utility
Streamline operations, ensure compliance, and elevate customer experience.
We combine expert teams with AI automation to power your growth.
Trusted by Industry Leaders and Innovators
The Strategic Advantage in Utility Operations
Go beyond simple cost-cutting. We deliver a comprehensive, technology-driven partnership that enhances compliance, efficiency, and customer satisfaction, turning your back office into a strategic asset.
Compliance Mastery
Navigate the complex web of utility regulations (NERC, FERC, PCI DSS) with confidence. Our SOC 2 and ISO 27001 certified processes and dedicated compliance teams ensure your operations are always audit-ready, mitigating risk and protecting your reputation.
AI-Powered Efficiency
Leverage our proprietary AI tools for automated billing validation, anomaly detection, and predictive analytics. We reduce manual errors by over 99%, accelerate processing times, and unlock insights from your data that drive smarter operational decisions.
Seamless Systems Integration
Our experts are proficient in all major utility CIS platforms (Oracle CC&B, SAP IS-U, etc.). We ensure a smooth, non-disruptive integration, acting as a true extension of your team and enhancing the value of your existing technology investments.
Scalability on Demand
Instantly scale your back-office capacity to handle seasonal peaks, new service territories, or customer growth without the overhead of hiring and training. Our flexible models allow you to adjust resources in real-time, ensuring you only pay for what you need.
24/7 Customer Support
Elevate your customer experience with our omnichannel support centers. We provide round-the-clock service for billing inquiries, outage reporting, and account management, significantly improving your CSAT and First Call Resolution rates.
Actionable Data Insights
Transform your operational data into a strategic asset. We provide real-time dashboards and detailed performance reports on everything from call metrics to payment trends, empowering you with the intelligence to optimize processes and forecast demand.
CMMI 5 Process Maturity
Benefit from our commitment to continuous improvement. As a CMMI Level 5 appraised company, our processes are optimized for efficiency, quality, and predictability, guaranteeing you consistent, high-quality service delivery.
Guaranteed Cost Reduction
Achieve significant operational savings of up to 60%. Our blend of offshore talent, process automation, and AI-driven efficiency allows us to deliver superior service at a fraction of the cost of maintaining a large in-house team.
Dedicated Partnership Model
We are not just a vendor; we are your partner in success. You get a dedicated account manager and a stable, long-term team that understands your business inside and out, ensuring proactive support and strategic alignment with your goals.
Comprehensive Back Office Solutions for Utilities
We offer a full spectrum of managed services designed to cover every aspect of the utility back-office lifecycle. From customer onboarding to collections, our expert teams and AI-powered platforms ensure seamless, efficient, and compliant operations.
Billing & Invoicing Management
Ensure timely and accurate billing cycles. We manage the entire process from rate application to invoice generation and dispatch, minimizing errors and revenue leakage.
- AI-powered validation to catch errors before invoices are sent.
- Multi-channel invoice delivery (email, paper, portal).
- Complex rate structure and tariff management.
Payment Processing & Reconciliation
Streamline your revenue collection with secure, multi-channel payment processing. We handle everything from online payments to mail-in checks, ensuring swift reconciliation.
- PCI DSS compliant payment handling.
- Automated reconciliation with your accounting systems.
- Management of various payment gateways and methods.
Collections & Delinquency Management
Improve cash flow with a respectful and effective collections process. Our team follows your policies and regulatory guidelines to manage overdue accounts and payment plans.
- Customized communication workflows (reminders, notices).
- Negotiation and management of payment arrangements.
- Detailed reporting on aging accounts and recovery rates.
Accounts Payable & Receivable
Optimize your financial operations beyond customer billing. We manage vendor invoices, employee expenses, and other AP/AR tasks to ensure your financial engine runs smoothly.
- Automated invoice data capture and processing.
- Vendor statement reconciliation and query management.
- Improved financial control and reporting accuracy.
Customer Support (Omnichannel)
Deliver exceptional service across every channel. Our trained agents handle inquiries via phone, email, chat, and social media, acting as a knowledgeable and empathetic front line for your utility.
- 24/7/365 availability for continuous support.
- Expertise in handling billing questions, service requests, and outage reports.
- Improved Customer Satisfaction (CSAT) and Net Promoter Scores (NPS).
New Customer Onboarding & Account Setup
Create a positive first impression with a fast and flawless onboarding process. We manage applications, credit checks, and account creation to get new customers set up quickly.
- Reduced time-to-activation for new services.
- Accurate data entry to prevent future billing issues.
- Welcome calls and proactive communication to new customers.
Outage Communication Support
Keep customers informed during critical events. Our team can manage high call volumes during outages, provide updates through multiple channels, and log service restoration requests.
- Scalable teams to handle sudden spikes in contact volume.
- Integration with your Outage Management System (OMS).
- Reduced customer frustration and improved public perception.
Energy Efficiency Program Support
Support your demand-side management goals. We assist with the administration of rebate programs, energy audits, and customer education initiatives, helping you meet your efficiency targets.
- Processing of rebate applications and inquiries.
- Outreach and scheduling for energy efficiency programs.
- Reporting on program participation and effectiveness.
Customer Information System (CIS) Management
Maintain the integrity of your most critical system. We perform daily CIS tasks like account updates, move-in/move-out processing, and data cleansing to ensure accuracy.
- Proficiency across all major CIS platforms.
- Ensures data hygiene for reliable reporting and operations.
- Frees up your internal IT team for strategic projects.
Meter Data Management & Validation (VEE)
Ensure the accuracy of your usage data, the foundation of your billing. We perform Validation, Estimation, and Editing (VEE) to identify and correct meter reading anomalies.
- Compatible with both AMR and AMI data streams.
- Reduces billing disputes and customer complaints.
- Improves accuracy of demand forecasting and grid planning.
Work Order Management & Dispatch Support
Increase the efficiency of your field operations. We manage the lifecycle of work orders, from creation and scheduling to dispatch and closing, ensuring your field crews are effective.
- Real-time updates and coordination with field technicians.
- Improved resource allocation and route optimization.
- Faster response times for service calls and repairs.
Regulatory Reporting & Compliance Documentation
Simplify your compliance burden. Our team prepares and manages the extensive documentation required for regulatory filings, ensuring accuracy and timeliness.
- Experience with state and federal reporting requirements.
- Meticulous record-keeping for audit trails.
- Reduces the administrative load on your internal teams.
Data Entry & Digitization Services
Modernize your records and streamline data access. We convert paper documents, forms, and legacy data into clean, digital formats, improving accessibility and process efficiency.
- High accuracy with double-key entry and verification.
- Digitization of service applications, contracts, and historical records.
- Enables powerful data analysis and business intelligence.
AI-Powered Anomaly Detection
Proactively identify issues before they impact customers. Our AI models monitor usage and billing data to flag unusual patterns that could indicate meter faults or potential billing errors.
- Reduces high bill complaints and costly investigations.
- Improves operational awareness and asset management.
- Provides early warnings for potential revenue loss.
Advanced Analytics & Demand Forecasting
Turn your data into a predictive tool. We apply advanced analytics and machine learning models to help you forecast energy/water demand, optimize resource planning, and make data-driven strategic decisions.
- Improved accuracy for load and supply planning.
- Identification of trends in customer behavior and consumption.
- Custom dashboards and reports for executive decision-making.
Proven Results for Utility Providers
We don't just promise efficiency; we deliver it. Explore how we've helped utility companies like yours overcome their biggest back-office challenges and achieve measurable success.
Billing Overhaul for Mid-Sized Electric Cooperative
Industry: Electric Utility
A rapidly growing electric cooperative was struggling with a high rate of billing errors, leading to increased customer complaints and significant staff time spent on manual corrections. Their legacy processes couldn't keep up with their expanding member base.
Key Challenges:
- Billing error rate exceeding 5% monthly.
- High volume of inbound calls related to incorrect bills.
- Inability to scale billing operations to match member growth.
- Lack of data validation before bill generation.
Our Solution:
We deployed a dedicated team to manage their entire billing lifecycle, augmented by our AI-powered validation engine. The solution included:
- Implementation of a multi-point AI validation check on meter reads before billing.
- Streamlining the exception handling process.
- Providing a specialized support team to handle only billing-related inquiries.
- Creating a detailed daily reporting dashboard for full transparency.
"The transformation has been incredible. Our billing is now a well-oiled machine, and our member satisfaction has never been higher. LiveHelpIndia delivered on every promise."
Your Seamless Transition to Operational Excellence
Our CMMI Level 5 appraised onboarding process is designed for minimal disruption and maximum efficiency, ensuring a smooth and transparent transition from day one.
1. Discovery & Scoping
We conduct deep-dive sessions to understand your unique workflows, systems, challenges, and goals. We map your processes and define clear, measurable KPIs for success.
2. Knowledge Transfer & Setup
Our team works alongside yours to document processes and build a comprehensive knowledge base. We configure systems, establish secure connections, and train our dedicated team on your specific requirements.
3. Parallel Operations & Go-Live
We run our operations in parallel with your team for a trial period to ensure perfect alignment and quality. Once all benchmarks are met, we execute a seamless, phased transition to go fully live.
4. Optimization & Governance
Our partnership doesn't stop at go-live. We provide continuous monitoring, regular performance reviews, and proactive suggestions for process improvements, ensuring ongoing value and efficiency gains.
Technology & Platforms We Master
Our teams are proficient in the core software and technologies that power the utilities industry, ensuring seamless integration and immediate productivity.
What Our Utility Partners Are Saying
We're proud to be a trusted partner for utility providers of all sizes. Hear directly from leaders who have transformed their operations with LiveHelpIndia.
"The AI-billing validation alone saved us thousands in what would have been credit memos and angry member calls. Their team integrated flawlessly with our CIS. It feels like they're just down the hall."
"Data security was our biggest concern. LiveHelpIndia's SOC 2 compliance and transparent security protocols gave our board the confidence to move forward. The cost savings have been substantial."
"Our CSAT scores have improved by 15 points since we partnered with them for after-hours and overflow call support. Their agents are professional, well-trained, and truly care about our customers."
"The transition was smoother than any internal system migration I've ever been a part of. Their project management is top-notch. We were fully operational with their team in under 6 weeks."
"They handle all our routine CIS data management, which has freed up my internal IT staff to focus on critical infrastructure projects. It's been a massive boost to our team's productivity and morale."
"The level of reporting and data analysis they provide is beyond what we could generate ourselves. We're making smarter decisions about resource allocation and demand planning thanks to their insights."
Frequently Asked Questions
Have questions? We have answers. Here are some of the most common inquiries we receive from utility leaders.
Security and compliance are our top priorities. We are an ISO 27001 and SOC 2 certified company, and our processes are CMMI Level 5 appraised. All data is handled in secure, access-controlled environments with end-to-end encryption. Our teams receive continuous training on utility-specific regulations like NERC, FERC, and PCI DSS to ensure every action we take is fully compliant.
Absolutely. Our teams have extensive experience with a wide range of industry-standard platforms, including Oracle CC&B, SAP IS-U, NISC, Harris, and more. During our discovery phase, we do a deep dive into your specific software stack and configurations. We then provide tailored training to our dedicated team to ensure they are proficient from day one.
We believe in total transparency. You will have access to a real-time dashboard with all key performance indicators (KPIs). We provide daily, weekly, and monthly reports tailored to your needs. You will also have a dedicated account manager as a single point of contact and will participate in regular governance meetings to review performance and align on strategic goals.
Our CMMI 5-certified process is designed to be seamless and non-disruptive. It involves four key stages: 1) Discovery & Scoping, 2) Knowledge Transfer & Setup, 3) Parallel Operations to ensure quality, and 4) a phased Go-Live. A dedicated project manager oversees the entire process to ensure a smooth transition, typically completed within 4-8 weeks depending on complexity.
Our model is built for flexibility. We can scale your dedicated team up or down with as little as 48-72 hours' notice. For predictable seasonal peaks (e.g., summer cooling season), we plan ahead with you. For unexpected events like major storms, we can quickly deploy cross-trained resources to manage surges in call volume or work order processing.
While it varies based on scope, our clients typically see a 40-60% reduction in their back-office operational costs. These savings come from labor arbitrage, process efficiencies gained through our expertise, and the elimination of overhead costs associated with hiring, training, benefits, and office space for an in-house team.
Ready to Transform Your Back Office into a Strategic Asset?
Let's talk about your specific challenges. Schedule a free, no-obligation consultation with one of our utility industry experts to discover how we can drive efficiency, ensure compliance, and improve your bottom line.
Schedule Your Free Consultation