Deliver transformational change
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.
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.
Meet the team
Our Transformation experts
Jon specialises in Customer Operations leadership, customer contact, and operational service delivery transformation/improvement.View Profile
Kev leads our continuous improvement and lean transformations, working with leaders to deliver our Operational Excellence programme.View Profile
Zander specialises in change management and business transformation, delivering commercial insight to clients through financial modelling.View Profile
Leanne helps clients to achieve operational excellence through demand reduction, process optimisation, and cost to serve initiatives.View Profile
Craig has experience working on both large and small-scale business transformations, IT and people migration programmes, change management and leading cultural transformation.View Profile
Celebrating our clients' success
Identifying a ~£1m cost avoidance opportunity in a large supplier's customer migration
We supported a large energy supplier with the migration of its customer base to a new system provider. As this was a background migration, we helped the supplier to cleanse their existing customer data, ensuring that any potential risks were recognised in advance and managed effectively.
Debt improvements through organisational design for a large supplier
We supported a large energy supplier with improving their debt book performance, after our Debt Maturity Assessment highlighted gaps in their ways of working and organisational design. Over a six-month period, we delivered a series of improvements to the supplier’s processes, also enhancing their ability to manage performance internally.
Debt collection per agent nearly doubles for large Energy supplier
Our client was aware it had an issue with the quality of debt conversations taking place between agents and customers. BFY Group partnered with the client over a six-month period, implement lasting change and nearly doubling the cash collected by each team member, delivering a benefit to the client of £3.5m per year.
Insight from Transformation experts
Looking Upstream - The benefits of focussing on your people
Are you focussing on your people? The value of this is sometimes overlooked, and could be impacting your costs. When service metrics begin to dip, like AHT or NPS, it's easy to get caught up in symptom-driven fixes. Rather than questioning process adherence or capacity management, look upstream, and think more about people.
Is it possible to deliver a large-scale customer migration, without large problems?
You might be thinking about re-platforming as your path to the future in Utilities, and rightly so. But before taking your first step, don’t underestimate the power of preparation. A properly structured approach will take more time to kick off, but this is always better than recovering from a false start.
Achieving quality agent outcomes through quality training
Developing agent expertise is crucial at this stage in the cost of living crisis. Balancing collections with customer support requires a specific skillset, which can be built up through the delivery of quality training. In the first instalment of our Driving Agent Outcomes series, we outline what this training should involve, how it should be deployed, and why it's so important in today's climate.
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