Blog
Most suppliers missed smart meter targets in 2023
Despite a steady increase in the market-wide % of smart meters, our analysis shows a wide variation in supplier performance, with some installing as little as half of their 2023 target. If suppliers continue to miss their annual targets, the government's goal of 74.5% coverage will not be reached by 2025.
Motor Finance Complaints – Preparing for the 'new PPI’
Car finance DCAs have grabbed a lot of headlines already this year, with an estimated industry cost of £6bn to £16bn. Associated complaints present a major servicing challenge over the next six months, and businesses should be preparing to manage a substantial influx.
Avoiding customer service ‘black holes’ when embedding AI
Nearly all of our regular clients have told us they’re aiming to use more AI-driven solutions in 2024. Every single transformation plan or roadmap we’ve reviewed this year includes it to some degree. But which use case is most likely to deliver efficiencies and cost-savings, without unnecessary disruption – or even the unintentional creation of a customer service ‘black hole?’
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?
Reducing the true cost of complaints with Operational Excellence
Organisations within Financial Services continue to spend £millions each year on their complaint operation. Whilst executives may be thinking about prioritising growth and modernisation across the next financial year, it’s crucial that operational efficiency remains front of mind, to ensure the delivery of good customer outcomes and compliance to the regulatory bar.
Supporting customers in crisis – Reflections from StepChange
Customer care, through advice and debt sale, was the key theme when hosting our recent session with Vanessa Northam – Head of Charity Development at StepChange Debt Charity.
Price Cap at £1,690 – Welcome relief, and more competitive tariffs?
Ofgem have announced that April’s Headline Price Cap will be £1,690 a fall of £238 (12%) compared to Q124, now standing at its lowest level since October 2021.
Looking inside and out for smarter cost savings
Internal and external analysis is a powerful combination when setting your cost transformation goals. This blog shows how it can provide insight to help you achieve them, through a focus on understanding value, and leveraging cost benchmarking.
Energy Services – A catalyst for Private Equity
Digitalisation is accelerating rapidly in the energy sector, leading to a transformation of traditional business models, and the emergence of a tech-based energy services market. These companies are attracting significant investment from Private Equity firms, but what’s driving this? And is this trend here to stay?
ESG - Creating value beyond due diligence
As we see increasing evidence of the correlation between ESG practices and future business performance, firms should be on the front foot with ESG, looking to maximise opportunities for value creation. The obvious question is how?
BFY Group supports Flogas in eEnergy acquisition
BFY Group is delighted to have supported Flogas in acquiring the Energy Management Division of eEnergy plc. The Energy Management Division of eEnergy is a digital energy services company, empowering organisations to achieve Net Zero by tackling energy waste and transitioning to clean energy, without the need for upfront investment.
EV Adoption – Assessing the Energy market impact
The UK faces an ambitious timeline on its journey to Net Zero. Electric vehicles (EVs) will be a key driver of the transition, with 2035’s combustion engine ban set to shape not only the future of transportation, but also its adjacent markets – such as energy.
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