Utilities
For nearly 20 years we’ve worked closely with the utilities sector
From our close relationship with nuclear decommissioning in the late 1990s to more recently, our partnership with the energy, telecoms, and water sectors; we understand the ongoing challenge of maintaining market competitiveness. Challenges that include deregulation, new market entrants and disruptive technologies such as online aggregators.
As competition grows the utilities market is becoming ever more price sensitive, however with only 10% of customers switching suppliers yearly, we also understand cost is not the only factor at play.
Challenge accepted
We believe that great customer experiences lead to sustainable revenues and long-term profitability. Furthermore, we believe it’s what builds strong brand loyalty. That’s why we develop operational improvement programmes that deliver significant savings through the elimination of unnecessary demand. This improves customer complaint handling, enhances employee engagement and reduces cost to serve. The same result whatever part of the Utilities sector.
The results are in
Our forward-looking design solutions delivered multi-million pound savings for the nuclear decommissioning sector. Most recently, our work with major energy suppliers including British Gas, EDF Energy and E.ON has seen us deliver projects that have improved the efficiency of customer service and complaints handling by over 20%. This is in addition to improving quality metrics by more than 25%, enhancing employee engagement and reducing cost to serve. Our focus on linking process with technology has also seen us shorten lead times from tender to quote by as much as 35%.
Clients we’ve supported
Latest news and insight
Ensuring service continuity in the face of COVID-19
Whilst many businesses are now taking decisive, immediate actions around the first phase of the situation, there is a real need to take action around potential operational impact in both the short and medium term.
In order to deliver value against a backdrop of rising expectations, we need to look at the function through a different lens.
Introducing the human touch at all levels of the customer journey can radically transform service.
Projects are falling short of being truly revolutionary while disruption accelerates; time is running out for transformation to deliver expected returns.
Case studies
Reducing errors and service failures from sale to installation in a telecoms business.
A UK energy supplier was looking to expand whilst simultaneously responding to customer feedback on inconsistent service and meeting budget cuts.
A large gas company appointed Gobeyond Partners to undertake a rapid review of contact centre performance in the UK.