We partnered with a leading metering provider to re-design their end-to-end operating model and commercial framework, enabling ~£4m in benefits across service, growth, and cost-to-serve performance.
Client Challenge
Our client was facing rising cost-to-serve and inefficient delivery performance, with gaps across their operating model, offshore capability, and PMO oversight.
The operating model had become complex and fragmented, with unclear responsibilities and limited accountability for customer outcomes, process ownership, and performance management.
The provider’s commercial model was also constraining growth, with missed revenue end engagement opportunities for high-value customers.
Our Approach
BFY was engaged to deliver an 8-week end-to-end operating model and process re-design, focused on enabling sustainable growth and service excellence.
Our team:
- Defined clear commercial and operational accountabilities within the new operating model
- Developed commercial strategies to unlock revenue from missed opportunities by resolving legacy MPANs and cleaning up abandoned accounts
- Introduced customer outcome-focused metrics and automated dashboards to enhance performance visibility
- Designed an implementation roadmap with benefits delivered from week eight
Outcome
The engagement delivered a clear, actionable framework for sustainable operational improvement and enhanced customer engagement, enabling:
- ~£4m in cost reduction and revenue growth benefits
- A ~£2m in-year cost reduction pathway, plus an additional ~£1m annualised revenue and ~£0.5m one-off benefit
- Stronger customer journeys supported by enhanced communication, clarity, and outcomes
To learn how BFY can help you unlock sustainable value in metering operations, contact Kevin Scott or Jon Vincent.
