Collections improvements deliver ~£5m cash for Water retailer
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.