Transformation
The BFY team provided a mixture of hands on delivery expertise working with middle management, as well as contributing to strategic thinking with the senior team needed to build our Operating Model and enduring capability. Their access to external insight both from the industry and at customer level was invaluable.
Transformation
Empowering you for long-term success
Change is key to the success of any business. Markets, regulations, and internal demands are constantly evolving, and there is a constant need to adapt. Deciding when and where to take action is just one side of the battle. What follows is a highly complex journey with its own unique challenges, which can be the difference between achieving long term benefit and not, if handled poorly. This is where insight from real experience can be invaluable, and our experts have plenty to offer.
At BFY, we can help you to unlock the benefits of transformational change. This means staying ahead of the competition, while delivering positive outcomes for your business and customers. Our expertise covers a broad range of transformation initiatives, offering real-world experience to help you overcome your biggest challenges.
We can help with:
- Fundamentally improving longer term servicing performance
- Reducing attrition
- Increasing employee engagement
- Reducing the change curve impact
- Outsourcing well and maximising value
- Scoping for and delivering customer migrations
- Delivering operational cost savings
- Programme and project management for your critical transformation projects
Experience that helps you to pre-empt your challenges
Delivering change can be daunting – it doesn’t need to be. Transformation projects often start with good intentions, coming unstuck when unexpected problems arise, and delay the delivery of positive outcomes. But what happens when you spot these obstacles earlier, and face them head-on, with practical solutions? Progress accelerates, teams become stronger, and exceptional results can be achieved.
A proper plan, delivered by experienced leaders who’ve ‘got the t-shirt’, can help to ensure that uncertainty doesn’t translate into underachievement. Our experts have already gone the distance when it comes to transformation. We offer a unique perspective on the challenges that can arise, and how they can be managed proactively, leveraging our experience to accelerate your journey towards positive change. By embedding ourselves within your team, we ensure that you’re fully equipped to deliver on your immediate goals, while also setting you up for enduring success on any future transformation projects.
Transformation
Meet the Team
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.
Jon Vincent
Client Director
Jon helps clients resolve problems with billing, settlements, and customer service.
Kev Brown
Senior Manager
Kev leads continuous improvement and lean transformation projects with our clients, supporting customer operations to deliver our Leadership and People Excellence programme.
Jonathan Paton
Senior Manager
Jon specialises in Customer Operations leadership, customer contact, and operational service delivery transformation/improvement.
Amber Morton
Manager
Amber partners with our clients to deliver transformation and performance improvement in collections and recoveries, service delivery and customer experience.
Holly Tetley
Manager
Holly supports clients with large-scale business transformation programmes, delivering significant bottom line improvements through back-office optimisation.
John Scott
Manager
John partners with our clients to deliver transformation and performance improvement - focussing on operational improvement, strategic and regulatory programme delivery, and process design/implementation.
Rebecca Warburton
Consultant
As a consultant, Rebecca helps to maximise efficiency by providing support across key client projects.
Transformation
Our Impact
Unlocking ~30% operational efficiency following billing platform migration for water supplier
We partnered with a water supplier following a major billing platform migration, identifying ~30% operational efficiency through a post-migration maturity assessment and targeted operating model improvements.
Creating ~£5m annual benefit for a metering service provider
Our transformation team identified opportunities for over £5m in annual benefit through cost reduction, revenue upside, and offshoring efficiencies for a metering service provider.
£25m unbilled prevention and 150 FTE savings through billing transformation
Through the implementation of a Billing Excellence framework and design of a new operating model, we helped a leading energy supplier to achieve £25m in unbilled prevention, and a 30% improvement in billing health.
Transformation
Our Insights
MHHS: Where suppliers have opportunities for Commercial Success
As Market-wide Half-Hourly Settlement (MHHS) migration begins in earnest, we’re examining the impact for suppliers. Our recent analysis shows 59% of supplier processes are impacted by MHHS. But that’s only half the story.
Why operating rhythm is becoming a key differentiator in B2B energy sales
In B2B energy, consistent sales performance is increasingly driven by one underlying factor.
Podcast: MHHS is live - Are we ready for what's next? With Elexon's Helen Adey
We have released the second episode of our Expert Interview series, exploring the shift from MHHS delivery milestones to the long-term operational reality of a new settlement world.
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