Case Studies
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Cash recovery initiatives deliver ~£275m benefit for large Energy supplier
Debt collection per agent nearly doubles for large Energy supplier
Our client was aware it had an issue with the quality of debt conversations taking place between agents and customers. BFY Group partnered with the client over a six-month period, implement lasting change and nearly doubling the cash collected by each team member, delivering a benefit to the client of £3.5m per year.
Diagnostics identify debt management changes for challenger worth £13m in year one
Our client, a leading challenger brand in the UK residential energy market, has appointed a new board because the business’ commercial position was suffering due to legacy debt.
New multi-channel communications resolves bad-debt issues worth £15m
Our Client, a large energy brand supplying the UK business energy market was once known to have class-leading bad-debt processes. More recently their processes had become no longer fit-for-purpose, with more of its business customers getting into debt.
BFY helps medium sized supplier reduce complaints by 33%
Our client was recording a high number of complaints and wanted support in identifying where and how to make rapid improvements. A new complaint recognition process was formed and rolled out across the business, leading to a 33% reduction in complaint volumes for the following quarter.
Large supplier complaint management efficiencies deliver £250k in year benefit
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.
Large supplier gains £0.4m reduction in Ombudsman fees
BFY did a collaborative data review with the Client, before completing off site analysis and call listening activity for customers who took their cases to the Ombudsman.