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Our Insights
Catch up on our latest Market Insights
Delivering exceptional customer service in today's B2B energy market
In today’s B2B energy market, exceptional service is a key differentiator. This article explores how empowering frontline agents with the right tools, authority, and coaching can improve customer experiences, reduce complaints, and deliver measurable business results.
Energy debt hits record £4.43bn as doubts grow over interventions
Ofgem's latest figures show domestic energy debt has reached a record £4.43bn, increasing by £0.73bn in the past year, and £0.3bn in the past three months. It's the 11th consecutive quarterly rise, reinforcing the urgent need for targeted support.
How integrated AI and automation is finally solving utilities' operational headaches
AI and automation are becoming mature enough to solve long-standing challenges in utilities. In this article, we share how to cut costs, reduce failure demand, and free teams to focus on high-value work, without the common pitfalls.
Our Team
Market-leading expertise
Ian Barker
Managing Partner
Ian shapes the BFY vision and inspires our team to bring it to life, while remaining central to complex client engagements in Strategy, Commercial, and Operations.
Rachel Littlewood
Director
Rachel leads our operational and financial turnaround engagements, helping to solve complex operational challenges while maximising commercial performance and customer outcomes.
Kevin Scott
Director
Kevin leads client engagements with a laser focus on empowering clients to navigate large-scale events and market challenges.
Kelly Payne
Director
Kelly helps clients achieve operational excellence to improve customer outcomes, employee engagement, and optimising cost to serve.
Our Impact
Delivering exceptional results
Delivering ~£50m debt collection benefit for energy retailer
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.
Strategic analysis identifies ~£103m in opportunities for energy retailer
We delivered strategic analysis for a large energy retailer, identifying up to ~£103m in incremental revenue opportunities, through a comprehensive Market Scan Analysis and Sales Channel Maturity Assessment.
Cash recovery initiatives deliver ~£275m benefit for large Energy supplier
Our debt team supported a large Energy supplier with recovering their cash position, achieving a total benefit of ~£275m through collaborative initiatives.