Operations & Service Recovery
I’ve found the team at BFY to be a dedicated and personable bunch of people, who have their clients success at the heart of what they do. Definitely the most effective consultants I’ve worked with in a long career within the utilities sector.
Operations & Service Recovery
Drive lasting change through continuous improvement
Service provision is complicated in Utilities. Multiple, disparate processes must work in unison to deliver the right outcome for customers and suppliers. When problems arise, overcoming them quickly is crucial to protect performance and satisfaction. Often, this is more difficult than it sounds. Every operational team has its own unique challenges, which are heightened by the evolving presence of regulatory and industry-specific constraints. This is where real experience and in-depth knowledge are invaluable.
At BFY, we can help you to enhance service quality and realise positive operational change, through the core principles of Operational Excellence. Our experts hold a proven track record in Operations and Service Recovery, empowering suppliers in Energy and Utilities to overcome their biggest, and most disruptive challenges.
We can help with:
- Reducing financial loss through revenue leakage
- Improving same day closure performance in complaints
- Reducing bill shock and overdue unbilled customers
- Enhancing accuracy in customer switching and COT
- Increasing SMART deployment success
- Maximising PAYGO cash recovery
From day one the BFY team have been approachable, willing to help and roll their sleeves up to get fully immersed into the problem and the team. I'd highly recommend BFY.
Less disruption, faster improvements
When driving change, customer experience doesn’t need to suffer. Move faster, and resolve issues sooner, with unique insight from our best practice approaches. Offering expertise from real-world experience, we can provide a blueprint for overcoming your most disruptive challenges, allowing you to achieve and maintain exceptional levels of performance.
Our specialists are fully immersed in the problems that you face. As a team who’ve experienced the industry for ourselves, we’ve felt the frustrations that an underperforming process can bring. Leveraging this insight to empower other suppliers is what’s built our esteemed reputation. We combine this with the core principles of Operational Excellence, creating an approach that breeds pace, agility, and improvement.
Transferring knowledge, and internal upskilling, are fundamental in the exceptional results that we deliver. We partner with your key business leaders to share and embed our industry expertise, ensuring that your operational teams are set up for enduring success.
Meet the team
Our Operations experts
Jon Vincent
Senior Manager
Jon helps clients resolve problems with billing, settlements, and customer service.
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Lauren McCullough
Manager
Lauren leads our clients through Operational Excellence, Lean Transformations and Continuous Improvement activity.
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Louise Willumsen
Senior Consultant
Louise helps clients to achieve Operational Excellence, and specialises in driving continuous improvement through sales and retention performance, and process efficiency.
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Arek Swedrowski
Senior Consultant
Arek helps clients to achieve Operational Excellence with demand reduction, performance improvements, and process optimisation.
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Natasha Lunt
Senior Consultant
Natasha helps clients to improve their operational processes and business performance, through planning and performance tracking.
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Ashley McLeod
Senior Consultant
Ashley helps clients to achieve Operational Excellence by driving continuous improvement, across people, processes, and systems.
View ProfileCase Studies
Celebrating our clients' success
Large B2B supplier increases efficiency with operational excellence
We supported a large B2B energy supplier with operational improvements in its Pricing team, aiming to increase efficiency and reduce the time taken to produce prices for new and existing customers.
Operational process improvements deliver ~£15m cash benefit for large energy retailer
We supported a large energy retailer with the management of its prepayment portfolio, where a shortfall in expected cash was causing a double-digit revenue gap. This problem was expected to increase in scale significantly, due to the ongoing energy crisis and its impact on prices.
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.
Latest news
Insight from Operations experts
Is your operation ready for increased customer switching?
Change of supply - it's been a while. As wholesale Energy prices continue to fall, suppliers should be making sure they're operationally prepared for a material increase in switching, which we're expecting to see from the announcement of the October Price Cap onwards.
Customer Experience – The role of people and performance
Perception is shaped by people. If your operational teams aren't optimised to perform together, customer experience, and attitudes towards your brand will suffer. With competition returning to the Energy market recently, suppliers should be striving to promote people excellence, delivering a service that customers want to stick around for.
Customer Experience – The impact of process optimisation
In Utilities, what steps can you take to deliver a great customer experience? Start by establishing a deep understanding of needs and perceptions. Our blog outlines the benefits of this insight, when applied across the full customer journey.
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