Blog
BFY Group and Women’s Utilities Network – Partnering for industry change
We were eager to partner with WUN, as their mission aligns closely with our own. Working together will enable us to continue supporting our female employees, and others in the industry, by connecting them with the WUN community.
What is happening to customers bills each quarter?
With lots of talk of the Price Cap falling, what is happening to customers bills each quarter?
Changes ahead for consumer standards – Reacting to Ofgem and FCA guidance
It's time for a shake-up in consumer standards. That's the key message from Ofgem after launching its Consumer Standards Statutory Consultation. New rules are being introduced which will have immediate implications for suppliers, as we approach another challenging winter for customers.
BFY Group supports LDC and UniHomes on their partnership to drive continued growth
We're really pleased to have supported LDC and UniHomes on their new partnership, providing advice on the energy implications of UniHomes' continued expansion. Our team delivered insight covering customer journeys, commercial arrangements, energy price scenarios, and regulatory risk management.
Looking Upstream - The benefits of focussing on your people
Are you focussing on your people? The value of this is sometimes overlooked, and could be impacting your costs. When service metrics begin to dip, like AHT or NPS, it's easy to get caught up in symptom-driven fixes. Rather than questioning process adherence or capacity management, look upstream, and think more about people.
Customer Experience – The role of people and performance
Perception is shaped by people. If your operational teams aren't optimised to perform together, customer experience, and attitudes towards your brand will suffer. With competition returning to the Energy market recently, suppliers should be striving to promote people excellence, delivering a service that customers want to stick around for.
Dropping Prices - Rising Bills. Energy Price Cap Analysis.
Based on the latest update from Ofgem , the BFY Group team have modelled that prices will remain around £2,000 per year. The forecast £450 reduction in the headline rates won't be felt as a £450 saving customers pockets, this is because OFGEM have to articulate an annual value based on prices for a quarterly window.
Customer Experience – The impact of process optimisation
In Utilities, what steps can you take to deliver a great customer experience? Start by establishing a deep understanding of needs and perceptions. Our blog outlines the benefits of this insight, when applied across the full customer journey.
Jonathan Paton joins BFY Group as Senior Manager
Jon has joined the team as a Senior Manager, with a strong background in Energy, Utilities, and Financial Services, across management consulting and industry leadership roles.
How to prevent a customer going to the Ombudsman with a complaint
If a complaint isn’t resolved within 56 days, the customer is informed about their rights. This means they can take their complaint to the energy Ombudsman to help resolve their dispute.
How empowering your frontline team increases first contact resolution
When a customer contacts a supplier to complain, the best journey they can experience is for their issue to be resolved there and then. It is also the best option for the supplier. Complaints not resolved immediately tend to drag on and cost significantly more to service. It is in everyone’s interests to resolve the issue on that first contact.
Save time and money by reducing your contact to complaint ratio
Although a standard customer service call is relatively inexpensive to service, complaints cost a lot more due to their higher staff costs, ongoing payment challenges and Ombudsman fees. To save money, some suppliers develop their operations to reduce the incidents of contacts that become complaints.
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