Overview
A leading UK electricity and gas supplier was grappling with inefficiencies in its customer service operations. Serving millions of residential and business customers, the organisation faced increasing regulatory scrutiny and a steady decline in customer satisfaction scores. Legacy processes and fragmented complaint resolution were eroding trust and escalating costs.
To turn this around, the supplier sought a strategic partner capable of overhauling its complaint management approach, one that could drive measurable improvements, restore customer confidence, and deliver a more resilient service model in a rapidly evolving energy market.
Challenges
- High volume of aged complaints resulting in poor customer satisfaction
- Costly ombudsman complaints for unresolved complaints beyond 56 days
- Need for greater visibility of blockers to complaint resolution
How We Made It Happen
Hyper-focused Domain Specialists
- Introduced a bespoke team of Energy Specialists and a Team Manager to own complex and aged complaints
- Reviewed all NPS feedback and established a closed-loop process to identify process improvements and best practices
Real-world, Practical Collaboration
- Created an effective feedback loop with open support channels to reduce repeat issues
Boosting Efficiency and Compliance
- Managed the starting number of 300 aged complaints down to 156 of the most complex and aged within 56 days, with 9% recognised as having blockers
- Dedicated team maintained resolution within 24 hours at around 87% and 56-day resolution at 98%