Case Studies

Name: BFY Group
Price range: $

Delivering ~£50m debt collection benefit for energy retailer

Project Lead: Kevin Scott

Through our debt maturity assessment, combined with a broader focus on billing and customer contact activity, we identified routes to achieve ~£50m debt collection benefit for an energy retailer. This informed a targeted improvement programme to address capital adequacy challenges, driven by rising debt and BDC.

Debt

Complaints

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.

Complaints

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.

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Case Studies

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Delivering ~£50m debt collection benefit for energy retailer

Large supplier complaint management efficiencies deliver £250k in year benefit

Large supplier gains £0.4m reduction in Ombudsman fees