Large supplier complaint management efficiencies deliver £250k in year benefit

Leanne Armstrong Small headshot image of Leanne Armstrong, Senior Consultant at BFY Group. 07 Aug 2023
Written by Leanne Armstrong

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.

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Lauren McCullough

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Small headshot image of Leanne Armstrong, Senior Consultant at BFY Group.

Leanne Armstrong

Senior Consultant

Leanne helps clients to achieve operational excellence through demand reduction, process optimisation, and cost to serve initiatives.

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Wade Robertson

Consultant

Wade specialises in Transformation, Value Creation and Project Management, helping clients to identify and deliver on opportunities of significant value.

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