Identifying £350K+ in revenue leakage through process intelligence for a large UK water utility

Overview

A leading UK utility provider sought to improve visibility across its case management operations, reduce revenue leakage, and improve agent efficiency.

With customer cases spanning multiple systems and teams, the organisation lacked real-time insight into SLA risks, rework, and inefficiencies impacting both cost and customer experience.

Firstsource partnered with the utility to apply process intelligence—driven insights to uncover inefficiencies, quantify operational and financial risk, and inform prioritised, data-led interventions.

The engagement provided the foundation for improved case prioritisation, real-time monitoring, and targeted workflow optimisation across customer operations.

Challenges

The utility faced several interconnected challenges:

• Limited real-time visibility: into case progression and SLA adherence across multiple teams and systems
• High levels of case reassignment and manual rework: increasing handling effort, ownership ambiguity, and resolution time
• Extended and inconsistent case cycle times: particularly for high-impact service scenarios
• Exposure to revenue leakage: driven by missed commitments, GSS-related penalties, goodwill gestures, and compensation payments
• Ineffective case prioritisation: limiting the ability to proactively intervene in high-risk cases
• Repeat customer contact and complaints: linked to lack of proactive updates, inconsistent ownership, and delayed resolution

The organisation needed fact-based insights to understand where breakdowns were occurring and which interventions would deliver the greatest value.

How We Made It Happen

Firstsource applied a structured, analytics-led approach to create clarity, quantify opportunity, and inform prioritised interventions across case management operations.

• Process intelligence and digital twin creation: Transactional data from the utility’s case management system was analysed to create an end-to-end view of actual case flows. This enabled visibility into bottlenecks, reassignments, cycle times, and SLA risks across teams and queues.
• Data-led insight generation and monitoring: Interactive dashboards were used to analyse reassignment patterns, case ageing, commitment fulfilment, manual effort, and drivers of revenue leakage, enabling real-time visibility into high-risk cases and performance exceptions.
• Prioritisation and workflow optimisation: Based on these insights, Firstsource identified opportunities to improve case prioritisation and workflow logic, highlighting where enhanced auto-assignment, reduced handoffs, and better ownership could reduce rework and delays.
• Prototyping alerts and intervention scenarios: Prototype solutions, including prioritisation views and automated alerts, were designed to demonstrate how teams could proactively intervene in cases nearing SLA breach, helping reduce penalties, repeat contact, and operational risk.

Conclusion

By combining process intelligence, analytics, and operational expertise, Firstsource helped the utility move from limited visibility to data-driven clarity. The engagement provided a fact-based understanding of where inefficiencies, risks, and revenue leakage existed across case management operations.

Most importantly, the work equipped the organisation with a prioritised, insight-led roadmap to reduce rework, improve SLA adherence, and mitigate revenue leakage.

By enabling better case prioritisation, real-time monitoring, and targeted workflow optimisation, we laid the foundation for more proactive operations and improved customer outcomes.