Blog
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.
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.
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.
Energy Switching - A return to the Big Six?
A familiar pattern is emerging in the Energy market. Analysis of switching behaviour and market share shows a concentrated landscape, dominated by six large suppliers. This leads us to ask – have we returned to the market structure of the 2010s? And where does this go next?
Energy Transition – A driving force for M&A in 2024
Decentralisation, decarbonisation, and digitalisation are driving a major transformation in energy. As suppliers make the shift to a greener future, new M&A trends are emerging, posing the question - how can dealmakers maximise this opportunity?
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.
Pre-payment debt has increased 100% to £1bn since Q4-21
Over the past two years we’ve seen pre-payment meter (PPM) debts continuing to rise, and as of Q3-2023 they now stand at £1bn The amount of customers using their PPM to repay a debt has risen by 40% (up 220k to 750k), and the average debt balances have also risen by 40% (up £400 to £1,300) - resulting in a 100% (up £500m to £1bn) increase in total pre-payment meter debt.
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