Case Studies
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Cash recovery initiatives deliver ~£275m benefit for large Energy supplier
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.