Talks that move

Leverage Digital Channels to enhance Customer Experience

Cloud-ready by design. Resilient by nature. Built to help utility groups modernize portals, mobile services, and digital assistance across multiple operating companies

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Utility customers do not separate service from resilience. When outages happen, the digital channel becomes the front door to trust

WHY THIS “LEVERAGE DIGITAL CHANNELS TO ENHANCE CUSTOMER EXPERIENCE” CHALLENGE?

When Digital Service Becomes Critical Infrastructure

Customer portals, mobile apps, and self-service channels must support everyday transactions while staying stable during outage peaks. For multi-company utility groups, modernization means moving from legacy platforms and fragmented journeys toward secure, scalable, cloud-enabled digital services that can handle high demand, payments, account access, and routine customer inquiries without adding operational strain

Key benefits

Where Customer Journeys Hold Under Pressure

Digital modernization connects portal migration, native mobile performance, secure cloud foundations, and AI-enabled self-service — so customer experience improves without weakening operational control

Keep service moving during demand spikes

Modern platforms help customer portals withstand thousands of users during outage events

Make mobile journeys faster and steadier

Native implementation reduces crashes and navigation issues while improving performance and compatibility

Release change without waiting cycles

Dynamic configuration enables real-time feature control with less dependency on app marketplace releases

Shift routine demand into smart self-service

AI-powered assistance handles high-volume, low-complexity inquiries and improves through customer feedback

How NTT DATA helps

01

Modernize customer portals

NTT DATA migrates service websites from legacy portal environments to modern cloud-ready platforms supported by microservices and transactional web journeys

02

Rebuild mobile performance

We evolve hybrid mobile ecosystems into native applications with shared core capabilities, configurable layers, and deeper device integration

03

Secure the digital foundation

Access controls, encryption, network isolation, identity management, and traffic protection strengthen customer-facing services

04

Protect critical journeys

We don’t modernize channels in isolation. We build fallback, error-handling, governance, and QA practices around the journeys customers depend on most

05

Add intelligent self-service

Virtual assistance can be shaped around top call drivers, secure system integration, conversational flows, and continuous performance monitoring

Proven impact

More stable portals. Faster mobile change. Smarter self-service at utility scale

Results that matter

Measurable digital outcomes across utility customer channels:

Scale customer access

+1MM monthly visits supported through modernized service websites

Keep payment journeys active

+20K monthly payment transactions supported across digital channels

Deliver modernization at pace

14 months project duration for the customer service website migration

Improve resilience and scalability

Noticeable reduction in crashes and navigation issues, critical journeys protected through fallback strategies, and multi-company scalability enabled by shared core architecture

Build the digital service foundation utility customers rely on when it matters most

Modernize utility customer experience at scale →

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