Through the implementation of a Billing Excellence framework and design of a new operating model, we helped a leading energy supplier to achieve £25m in unbilled prevention, and a 30% improvement in billing health.
They also identified opportunities to remove 150 FTE of inbound demand, reducing annual operating costs by £12m.
Client Challenge
The supplier’s billing performance was stable and broadly in line with industry norms, but the business aspired to stand out as a top performer.
While core processes were functioning as expected, customers still experienced billing issues more often than the supplier would have liked, and they sometimes identified these before internal teams.
Unbilled inflow and the age profile of accounts were under control, yet improvements in visibility and root-cause management offered an opportunity to unlock greater efficiency, reduce cost-to-serve, and enhance customer satisfaction. Achieving this would help the organisation move from solid performance to industry-leading excellence.
Our Approach
BFY partnered with the client to deliver a comprehensive Billing Excellence transformation.
Our work focused on stabilising billing performance, improving visibility, and embedding sustainable governance and accountability across operations.
This included:
- Mapping key billing processes and customer journeys, creating more than 100 new billing controls to identify failure points and enable proactive remediation
- Developing a performance framework and board-level metrics to enhance visibility of billing health and outcomes
- Designing a multiyear operational strategy and new operating model, supported by governance frameworks, capability identification, and clear accountability structures
- Implementing a billing health control framework to identify customers most affected by poor billing outcomes and drive prioritised intervention
Outcome
The engagement delivered measurable improvement in performance and visibility, enabling:
- £25m in unbilled prevention and an additional £5m in unbilled recovery
- >150 FTE savings, reducing annual operating costs by £12m
- ~30% improvement in billing health by year-end
- An established best-practice operating model and board-level dashboard for ongoing governance and performance management
To learn how BFY can help you unlock sustainable value in billing operations, contact Kevin Scott or Jon Vincent.
