Blog
Satisfying customers during large-scale change
Customers want a hassle-free service in Energy and Utilities, meeting their needs rapidly with as few interactions as possible. Suppliers delivering this will generally see their cost to serve fall, and reputation rise – so why does it feel like customers and companies are at odds with each other?
Service demand to rise with water bills – What next for suppliers?
Service demand is set to rise for water suppliers. More households are facing cost-of-living pressures, with Water UK forecasting a 6% increase in bills from April. Preparing to manage this demand is crucial. And while people and processes are fundamental to the performance of any servicing operation, their importance is amplified when supporting vulnerable customers.
Are Water suppliers ready for the latest cost-of-living challenges?
The Institute of Customer Service (ICS) showed in their July 2023 UK Customer Satisfaction Index (UKCSI) that customers are more dissatisfied than ever, with the index at its lowest score for 8 years.
How to build Tiger Teams for faster problem solving
The 'Tiger Team' - what is it? And when is it valuable? By bringing cross-functional experts together, this approach is ideal for tackling critical challenges at pace - such as a sudden spike in complaints volumes, and all the servicing challenges that come with it.
Are you facing a cash gap in Smart prepayment?
On the whole, Smart metering has been welcomed by suppliers. However, as we’ll cover in this blog, there are growing problems in the Smart PAYGO space, where challenges with technology, process, and customer behaviour are leaving suppliers financially exposed.
Is your operation ready for increased customer switching?
Change of supply - it's been a while. As wholesale Energy prices continue to fall, suppliers should be making sure they're operationally prepared for a material increase in switching, which we're expecting to see from the announcement of the October Price Cap onwards.
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