We helped our Kraken user client gain line of sight to eliminating 15% of calls, as well as implementing critical new reporting to support FTE reduction.
We supported a leading energy supplier to build and mobilise a new insight function, combining people, process, and technical development to turn complex data into actionable intelligence.
Through the dual running of insight alongside live operations, we established a sustainable model that improved visibility, supported decision-making, and accelerated performance improvement across teams.
Client Challenge
Post migration, our client had no dedicated function to coordinate insight activity across the business, particularly in how to drive operational efficiency savings. Critical questions were going unanswered to help improve efficiency and effectiveness, with teams unable to connect data to meaningful actions or track progress against business objectives.
While the organisation was data rich, insight was fragmented. There was no single version of the truth, efficiency challenges, and performance reporting from teams did not align with overall business outcomes. This limited the company’s ability to understand trends, respond to challenges, or meet board-mandated targets.
The supplier needed support to help translate data into insight, build analytical capability, and highlight the opportunities for driving efficiency savings into the operation.
Our Approach
We worked closely with our client to quickly establish a scalable insight capability that could surface the operational drivers of customer demand and support better decision-making across the contact centre. This included building the right analytical foundations, aligning operational and insight teams, and ensuring the new function had the skills and structure needed to sustain improvements.
Outcome
The work enabled measurable efficiency benefits, including clear visibility of avoidable contact and opportunities to improve resource utilisation. It also strengthened reporting maturity and empowered leaders with ongoing, data-driven insight, while successfully standing up a new Insight team with the capability to drive continuous improvement.
For more on driving efficiency and call reduction through insight, contact Kevin Scott or Matt Turner-Tait.
