20 BRITISH GAS BUSINESS  LOBLAW COMPANIES LTD. B R I N G I N G N E W E N E R Y T O T H E C U S T O M E R E X P R I E NCE N E L A S T I C D I G I T A L I N F R A S T R U C U R E F U E L G O W T H & P R O D U C T I V I Y G A I N NS British Gas Business provides some 500,000 business  customers in the UK with a range of energy solutions,  from maintenance to renewable energy. It is part of  Centrica, Britain’s largest utility company. When British  Gas Business wanted to transform its business by  enhancing the digital experience it delivers to customers  and reduce costs, it partnered with Cognizant. British Gas Business provides some 500,000 busin customers in the UK with a range of energy solutio The goal: unravel complex legacy billing systems,  empower customers and business units to connect  online, and implement a new data warehousing platform,  among other initiatives. The collaborative project  between British Gas Business and Cognizant involved  a phased delivery of best-in-class SAP IS-Utilities and  SAP CRM software to support streamlined customer  processes. It required Cognizant to redesign critical  customer journeys in areas such as billing, customer  service and reporting. The outcome has been transformational for British Gas  Business. The upgraded SAP platform is delivering a  richer customer experience, including smart mobile  apps for iOS and Android platforms, along with improved  billing accuracy, greater customer satisfaction and lower operating costs.  Loblaw’s digital transformation has enabled the company to  evolve into a multi-format, omni-channel business. Moreover,  working with Cognizant, Loblaw has generated operational  H I o F L H Q F L H V Y L D k V K L I W O H I W y D Q G k G H H S D X W R P D W L R Q y L Q L W L D W L Y H V in addition to dramatically improving the resilience of its  core systems and reducing unplanned downtime. As a  result, Loblaw is more strongly positioned to deliver on its  corporate purpose: “Live Life Well.” Cognizant’s end-to-end responsibility has allowed  Loblaw to achieve its objective of simplifying its  infrastructure, implementing progressive solutions and  running predictable operations that meet best-in-class  benchmarks. All while ensuring high availability of the  systems that are critical to Loblaw’s business processes,  Z L W K G D W D p R Z L Q J I U H H O \ W K U R X J K R X W L W V H [ W H Q G H G H Q W H U S U L V H q I U R P U H W D L O V L W H V W R W K H F R U S R U D W H R I o F H As part of a multi-year strategic IT partnership, Cognizant  is helping Loblaw transition to a digital, standards-based  IT environment encompassing Web, cloud and mobile  technologies, as well as anytime/anywhere computing  platforms for both customers and employees.  Loblaw Companies Limited is Canada’s food and pharmacy  leader and the nation’s largest retailer, with over one  billion transactions performed annually in the company’s  stores. Loblaw is also the majority unitholder of Choice  Properties Real Estate Investment Trust. Loblaw’s goods and services include grocery and  pharmacy items, health and beauty aids, apparel, general  merchandise, banking, and wireless mobile products.  With more than 2,300 corporate, franchised and  associate-owned locations, Loblaw employs approximately  192,000 full- and part-time employees, making it one of  Canada’s largest private-sector employers.