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 competiveness. 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.
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.
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%.