Energy & Utilities Insights
Insights
Actionable insights for the sector's most pressing topics
Challenges like rising debt, sustainability targets, and regulatory reforms are driving suppliers to fundamentally rethink how they operate. At the same time, these shifts present opportunities to differentiate, drive innovation, and enhance customer service. As organisations attempt to balance financial performance with compliance and customer satisfaction, staying ahead of competitors is crucial.
Leveraging the deep expertise of our industry specialists, we help energy and utilities providers to tackle these challenges, and capitalise on opportunities shaping the future of the sector.
INSIGHTS
Energy & Utilities
Closing the gap: Four steps to boost B2B energy sales performance
Evolving customer cycles, stronger competition and shifting TPI relationships are exposing pressure points in B2B sales models. We've shared four steps to boost performance in this article.
Cutting Time-to-Market with the Right Energy Partnerships
No single supplier can master every energy transition technology alone. We explore how strategic partnerships can unlock speed, scale, and innovation - turning collaboration into a decisive competitive advantage.
Will MHHS Break or Build the Customer Relationship?
With the October 2025 milestone approaching, Market-Wide Half-Hourly Settlement is set to transform how suppliers use customer data. Our latest insight explores whether MHHS will strengthen trust and unlock value - or risk becoming a compliance burden.
Why the Data Scientist is the New Energy Leader
As energy becomes a platform, data - not commodities - is emerging as the real competitive edge. See how insight-driven strategies can unlock new revenue and build lasting market advantage.
Why Sector, Not Size, Defines the Energy Transition
Traditional segmentation into large corporates and SMEs is no longer enough. We explore why operational needs, not size, should guide energy strategies - and how adaptable platforms can deliver results across sectors.
Price Cap to rise by £35 (2%) to £1,755 in October - higher than expected ahead of winter
Ofgem has today confirmed that the Price Cap will increase by £35 (2%) to £1,755 in October - rising slightly more than expected as we head into winter. This small change reflects a more stable wholesale market, with the increase driven by higher balancing costs and the expansion of the Warm Home Discount, which will support up to 2.7m more households.
Report: Ending Water Poverty by 2030 - Are current social tariffs working?
Our latest analysis suggests 25% of households in England and Wales could be in water poverty, yet support remains fragmented and inconsistent. In our full report, we explore the drivers of affordability pressures and present a considered case for a more consistent and effective national approach.
Smart rollout targets are still achievable, but only with a shift in focus
As of March 2025, date from the Department for Energy Security and Net Zero (DESNZ) shows 39m smart and advanced meters have been installed across Great Britain, covering around 67% of ‘all meters’ (domestic and non domestic – 68% for domestic alone). Encouraging on the surface, but when you delve into the detail, it’s clear the rollout is at risk of falling just short of its target.
Are hidden sales gaps undermining your B2B energy profits?
From our experience working closely with B2B energy teams, we've identified four challenge areas that consistently hold back margin, and where targeted action can deliver measurable impact. In one case, this approach helped uncover an additional ~£16m in potential gross margin in just one year.
Build Leaders, Boost KPIs: A smarter way to improve field performance
From metering projects to asset upgrades and system migrations, field force leaders face growing complexity. Yet performance expectations continue to rise - from tighter SLAs to higher first-time fix rates and better CSAT. In this environment, process and system changes only go so far. To drive consistent, sustainable improvements in KPIs like on-time appointments, first-time resolution, and customer satisfaction, the most critical lever is leadership.
Using accountability and incentives to manage agents effectively
In part three of our Driving Agent Outcomes series, we look at what it takes to build a culture of ownership – from setting clearer expectations to using performance insight in a way that builds confidence. We share practical ways to embed higher standards and stronger accountability at scale.
Using data driven insight to enhance customer interactions
A lot of contact centres have the data, but not the leadership capability to turn it into action. In part two of our Driving Agent Outcomes series, we explore how simple, repeatable routines can help leaders use insight to drive behavioural change.
Energy & Utilities
Meet the Team
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.
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Rachel Littlewood
Director
Rachel leads our operational and financial turnaround engagements, helping to solve complex operational challenges while maximising commercial performance and customer outcomes.
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Kelly Payne
Director
Kelly helps clients achieve operational excellence to improve customer outcomes, employee engagement, and optimising cost to serve.
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Kevin Scott
Director
Kevin leads client engagements with a laser focus on empowering clients to navigate large-scale events and market challenges.
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Our Impact
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.
£4.5m in Bad Debt benefits for large energy retailer
We helped a large energy retailer to generate immediate in-year debt benefits through tactical interventions. Our programme delivered ~£4.5m in Bad Debt benefit and ~£8.5m in cash collection, all while maintaining customer and productivity measures within the operation.
Large energy supplier avoids ~£7.5m in complaints costs
We supported a large energy supplier with a transformation programme, looking at how they can manage their complaints inflow and address the growing backlog. The programme transformed their complaints capability and resulted in ~£7.5m in cost avoidance.
Collections improvements deliver ~£5m cash for Water retailer
We supported a B2B Water retailer with a series of collections improvements, achieving a cash uplift of ~£5m in five months.
Tactical debt improvements deliver ~£7m cash for large Energy retailer
A large Energy retailer was facing significant challenges with customer debt, requiring improvements to their collections processes to mitigate this. Their total debt was ~£100m at the time of engaging BFY, with communication gaps present across the customer debt journey.
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