Challenge
Our client, a large energy supplier, recognised its complaints operation was costing it too much.
Solution
BFY analysed the company’s complaints journey and quickly identified that its ‘Resolution Manager Centre’ generated the most significant cost expenditure.
We spent time on site assessing its approach to complaint resolution, making problems visible through value stream maps and journey analysis.
We helped our client understand its cost per complaint, highlighting cost reduction opportunities through our complaints model.
We designed cross-function processes and communication to reduce non-value add interactions, along with an improved approach to customer contact.
Results
Overall, our support delivered in-year complaint management efficiencies of £250,000.
