Proactive Utilities Operations. Resolving Issues Before Your Customers Know They Exist.

TWG delivers proactive, AI-augmented utilities operations with end-to-end ownership across outage management, billing, metering, and customer care. We anticipate issues before your customers do, and resolve them before they escalate.

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AI-Augmented

Multilingual

Proactive

24/7

Our services

Utility customers expect fast answers during outages, clarity on billing, and reliable support across all channels. TWG's AI tools and specialist Talents deliver proactively and at scale.

Outage Reporting

Structured outage intake across all channels including fault location capture, affected service identification, and automated ticket creation for field and technical teams.

Proactive Status Updates

Outbound notification programs keeping affected customers informed throughout outage events, reducing inbound contact volumes and improving satisfaction during disruptions.

Restoration Coordination

Customer communication management during restoration operations including ETA updates, compensation queries, and post-restoration confirmation.

AI Feature: AI Outage Prediction

AI analyses network data, weather conditions, and historical outage patterns to identify areas where service disruptions may occur. Teams can prepare before inquiry volumes spike, and proactive customer communications can be triggered ahead of confirmed outages.

Why this matters

Enables proactive communication before outage volumes peak, reduces inbound contact spikes, and improves customer satisfaction during the highest-pressure operational moments.

Industry KPIs

Key performance benchmarks across TWG-managed programs in this industry:

<MinOutage Response Speed

%Billing Dispute Resolution

%Customer Satisfaction

%First Contact Resolution

See the full performance data, available on request.

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Proactive Outage Management and Billing Support

Proactive notifications cut inbound volume 35%. 91% CSAT maintained during major outages.

Challenge

A major European utility required scalable customer support across billing, outage communication, and metering operations, with proactive outage communication capability and multilingual coverage across their service territory.

Solution

TWG deployed specialist utility Talents supported by AI anomaly detection and outage prediction tools, managing proactive outage communication, billing support, and smart meter queries simultaneously.

Results

91% customer satisfaction maintained during major outage events
89% first-contact resolution on billing inquiries
Proactive outage notifications reduced inbound contact volume by 35%
Multilingual coverage across all required markets

Solutions

How TWG Powers Your Operations

TWG's utilities model is built for high-volume inbound support, proactive outage management, and the billing accuracy that regulated utility providers demand. Specialist native-speaking Talents in 300+ languages. AI copilots in every interaction. Elastic scaling of up to 300%, with no new hiring cycles and no delays.

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A scalable, technology-driven model for global customer operations

We combine vetted global Talent, standardized processes, and advanced cloud-native technology to deliver consistent, premium customer experiences with operational flexibility and agility.

Future-ready remote model

Cloud-native framework enabling distributed teams, intelligent workflows, and real-time global collaboration.

Risk-controlled flexibility

Transparent structures and technology-driven governance reduce operational risk and ensure predictable outcomes.

Scalable, tech-enabled on-demand teams

Rapid scaling supported by AI-assisted forecasting, automated workflows, and a global network of vetted native Talent.

Our technology

Powered by Industry-Leading Platforms

What our clients say

Proven performance and trusted partnerships

“TWG brought a steadier hand to customer operations that deal with genuinely sensitive service issues.”

We needed a partner who could manage service inquiries and billing questions with the kind of care these conversations require. TWG’s multilingual support improved satisfaction and reduced unnecessary handoffs back to our team. Their Operators communicate clearly, which matters a great deal when customers are calling about something as basic as power or water. That tone makes a real difference to customers dealing with an essential service.

VP of Customer Operations, Energy Industry Leader

“Service coordination across our markets got noticeably better once TWG took it over.”

We needed support for outage communication, service activation, and technical questions that come up constantly across our footprint. TWG’s teams give customers clear, correct answers that protect how our brand is perceived during outages, which is when trust matters most. Their reporting keeps us informed in real time. We can respond to emerging issues faster because of it.

SVP of Service Delivery, Utilities Sector Leader

“TWG supported our smart meter rollout with technical support that covered the whole country without gaps.”

Installation questions, connectivity issues, and customer onboarding all had to be handled at once during a major infrastructure upgrade. TWG scaled up technical teams quickly and maintained precision throughout, across thousands of daily conversations. Their execution mattered directly to how smoothly the rollout landed with customers. Adoption of the new meters went more smoothly than we had projected.

Director of Grid Modernization, Utilities Sector Leader

Industries

Tailored solutions for industry requirements

TWG delivers AI-augmented BPO services across every major vertical. Whatever your industry, we bring deep domain expertise, intelligent tooling, and native-speaking Talents tailored to your market.

Healthcare and Life Sciences

HIPAA-compliant patient support, Patient Support Programs (PSP), Remote Patient Monitoring (RPM), clinical trial assistance, and health information services delivered with expertise and empathy.

Proactive Utilities Operations. Resolving Issues Before Your Customers Know They Exist.