SmartestEnergy has announced a strategic collaboration with Cognizant on July 15, 2025, aimed at transforming its internal IT support services. This partnership is designed to enhance the employee experience while also streamlining operations as SmartestEnergy prepares for growth and global expansion.
Enhancing Employee Support and Operational Efficiency
Through this collaboration, Cognizant will overhaul the first and second-line IT support functions of SmartestEnergy’s internal helpdesk. The initiative focuses on accelerating service responsiveness and improving issue resolution through a shift-left strategy. By adopting an omni-channel approach, the partnership seeks to increase the adoption of chat channels and streamline service request processes, ultimately improving turnaround times for support.
The objectives of this initiative include enhancing the customer satisfaction (CSAT) response rate and reducing the user-to-ticket ratio. By alleviating support backlogs and introducing zero-touch device provisioning and management capabilities, the collaboration aims to boost employee productivity while allowing support staff to concentrate on more complex issues.
Leveraging Advanced Technology for Future Growth
In addition to improving support services, Cognizant will conduct a thorough analysis of SmartestEnergy’s current business and technology landscape. This study will explore the potential implementation of Generative AI solutions, including User AI and Voice AI, to enhance information discovery and optimize decision-making in line with SmartestEnergy’s strategic priorities.
Claire Talbot, Global Vice President of IT at SmartestEnergy, expressed enthusiasm for the partnership, stating, “We have selected Cognizant to transform our employee support services due to the team’s commitment to helping us realise our people-powered mission.” She emphasized that as the company celebrates its 25th anniversary in the UK, its plans for global expansion into the United States, Australia, and other European markets necessitate a capable strategic partner.
Rohit Gupta, UK & Ireland Managing Director at Cognizant, echoed this sentiment, noting, “SmartestEnergy is a forward-thinking leader in the renewable energy space, and we’re proud to support its mission to drive the net zero transition.” He expressed optimism about enabling SmartestEnergy’s strategic programs and enhancing its IT operations as the collaboration unfolds.
As SmartestEnergy positions itself to lead in the renewable energy sector, this partnership with Cognizant is set to enhance its employee support services significantly, ensuring that staff are equipped to manage internal requests effectively. This, in turn, will empower them to guide customers confidently through the energy transition towards net zero.
SmartestEnergy is committed to providing flexible and innovative retail and trading solutions, recognizing the complexities of transitioning to 100% renewable energy. In this evolving landscape, the company aims to connect generators with customer demand, accelerate market growth, and champion greener energy solutions.
Cognizant, a prominent player in the technology sector, focuses on modernizing businesses by reimagining processes and transforming experiences. Their collaboration with SmartestEnergy is a testament to their shared vision of driving impactful change in the energy sector.
