Provision of services to address the top line of the client’s business. This paper focuses on one of the key differentiating elements of 3rd Generation BPO:  the provision of services to address the top line of the client’s business. This paper also describes an example of a utility company, where Capgemini’s unique Business Insight processes enable segmentation of the customer base and predicts which customers are likely to switch to a competitive service provider and when that is likely to occur.