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New customer services vision for energy supplier

New customer services vision for energy supplier

The challenge

This energy supplier was embarking on implementing a new customer services vision, to become a best-in-class customer service function and build a number one service reputation.

The solution

  • Conducted a thorough health check of current systems and operations.
  • Identified and rated/scored gaps in existing systems capabilities.
  • Recommended the desired state of future capability for each gap.
  • Provided detailed report detailing the options of improving existing or replacing systems.
  • Produced a systems vision document analysing client’s needs and good practice.
  • Recommended replacing existing systems and set out the business needs to be satisfied by all systems components.

The results

  • Millions of pounds saved on BDC and operational costs.
  • More effective and efficient operational performance.
  • Better customer service including Treating Customers Fairly (TCF).
  • Reduced level of customer complaints.
  • Greater ability to cope with changes in the macro-economic environment affecting customer debt.
  • Increased employee satisfaction.
  • Better insight into performance enabling further improvement and the ability to feed back to other business functions.
  • Greater control of compliance and improved auditability.

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