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.
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Hannah Sword
Client Director
Hannah leads client engagements, striving to ensure clients gain significant value and benefits and from the work we deliver.
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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.
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Jonathan Paton
Senior Manager
Jon specialises in Customer Operations leadership, customer contact, and operational service delivery transformation/improvement.
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Lauren McCullough
Senior Manager
Lauren leads our clients through Operational Excellence, Lean Transformations and Continuous Improvement activity.
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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.
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Our Impact
Identifying ~£7m benefit for meter operator in readiness for MHHS
Our transformation team identified opportunities for ~£7m in benefit through cost reduction, revenue upside, and offshoring efficiencies for a meter operator.
Avoiding up to ~£60m lost sales value in system migration for energy supplier
We helped a large supplier to mitigate a potential ~£60m loss in SME energy sales, through the delivery of a robust migration framework.
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.
Transformation
Our Insights
The moments your customers never forget – And why Utilities must design them
With Utilities still trailing other sectors on satisfaction, pressure to raise service standards is growing. Customer experience is a key differentiator - but real loyalty isn’t built through process alone, it’s shaped by the moments customers remember. In this article, we share a four-phase approach to embedding customer-centric culture, plus a practical method to help you design and deliver impactful CX moments across the customer journey.
Video: Achieve 5-10x ROI with Leadership Excellence
In our latest video, Kev Brown and the team explore how immersive coaching has transformed service culture for our clients, delivering 5-10x ROI. We also explore what our Leadership Excellence programme involves day-to-day, with hands-on coaching from experienced operational leaders, and psychometric testing in our Diagnostic and Design phases.
The Leadership Advantage: How psychometrics drive differentiation for utility providers
Utility providers have real opportunities to differentiate through stronger, human-led service - with operational leadership a key lever. As we explore in this article, psychometric tools can be used to enhance day-to-day leadership, frontline performance, and customer outcomes.
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