Case Studies

A person's hand emerging from a field which is holding a colourful pinwheel up towards the sky, alongside the BFY Group logo.

Featured Post

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

Project Lead: Rachel Littlewood
Read More
Debt Transformation
Project Lead: Jonathan Paton

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.

Project Lead: Rachel Littlewood

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.

Project Lead: Ian Barker

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.

Complaints Industry Operations
Project Lead: Joseph Cooper

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.

Project Lead: Leanne Armstrong

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.

Headshot image of Craig Sutherland, Senior Consultant at BFY Group.
Project Lead: Craig Sutherland

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.

1 2 3