• Skip to primary navigation
  • Skip to main content
Close
OEE - Home
  • English
    • Français
    • Deutsch
    • 简体中文
    • 繁體中文
SearchSearch
  • Home
  • Sectors
    • Banking & Financial Services
    • Education
    • Healthcare
    • High Tech Outsourcing
    • Insurance & Investment
    • Public Sector
    • Retail
    • Travel and Transport
    • Utilities
  • Services
    • Customer Journey
    • Customer Experience
    • Service Operations
    • Technology Solutions
    • Data and Analytics
    • Organisational Excellence
  • Thinking
    • Latest News
    • Insight
    • Client Stories
  • About
    • Our Values
    • Management Team
    • International Expertise
    • Consulting Excellence
  • Careers
  • Contact
  • Home
  • Our Thinking
  • Increasing profits. Improving service.

Client Stories

Increasing profits. Improving service.

Re-energising margins in a utilities business.

Seeking growth amid budget cuts

E.ON was looking to expand whilst simultaneously responding to customer feedback on inconsistent service and meeting budget cuts. The scope of project work was to include the corporate sales and quoting teams directly in contact with third-party introducers (TPIs) and corporate customers.  The teams had recently been relocated to one central site, creating some instability in employee morale and overall performance.

The energy quoting process is dynamic and needs high flexibility and responsiveness from the teams in order to align with market conditions. Being able to respond to quote requests in a timely fashion is an essential criteria for growing the business.


Identify the ‘pain points’

A review of the sales enquiry and quoting process was carried out with customers and TPIs over a 2-week period using consumption mapping and customer interview techniques.

A number of process ‘pain points’ were identified from a customer perspective, including chasing, mistimed customer communications, multiple and duplicated information requests and more. All of these ‘pain points’ resulted in increased customer effort, negatively impacting on operations.

The review also identified structural challenges:

  • Fragmentation of the process between two core teams, quoting and fulfilment administration, creating extended lead times and accountability issues
  • A team management structure with large spans and limited Operations Management capability.

A locally-led 12-week improvement event was set up to:

  • Redesign, capture and coach an improved customer process
  • Create quote/administration cross-functional teams aligned by customer segment
  • Redefine the role of team leader to create a ‘flow leader’ role within the team to ensure both short and long-term tasks were carried out effectively
  • Develop an Operations Management capability through training and coaching delivered to the new management structure.

66% gross margin increase

The project was a success, and showed significant benefits:

Case Study_Increasing profits. Improving service.

Our Thinking

News
Concentrix and Webhelp Complete Combination, Creating a Diversified Global CX Leader, Well-Positioned for Growth

This combination further positions Concentrix + Webhelp as a global CX leader, with an expanded breadth of generative AI solutions, digital capabilities, and high-value services.

Find Out More
Insight
CX and the Future of Banking in APAC: How FinTech is Transforming the Industry

What should financial services firms consider when pursuing customer-led transformation?

Find Out More
Insight
Leveraging Data to Create Seamless CX

In this article we’re going to be looking at how, by leveraging customer data, you can begin to tackle the customer journey execution gap through optimisation of the customer journey.

Find Out More

Stay informed. Never miss our email updates.

We'll store this data in accordance with our privacy policy and process for the use intended. We will not share your personal data with any third parties.

The Future of Service Forum

The Future of Service Forum brings together like-minded organisations from across the service sector. Each is committed to improving operations, creating networking opportunities and providing access to insight and content contributors.

Explore the Forum
Close
Would you like to get in touch with us?
Please complete our contact form.
  • Careers
  • News
  • Investor Relations

info@gobeyondpartners.com

44 Great Marlborough St, Carnaby
London
W1F 7JL

🏰 Visit casino-21dukes.com for an epic gaming adventure in 2023. Let the winning spree begin! 🎲💰

🚀 Elevate your gaming experience with Online Casino Moons! 🌙 Your moons casino is your start for a star-studded journey! 🎰

  • LinkedIn
  • Twitter
  • Glassdoor
  • English
  • Français (French)
  • Deutsch (German)
  • 简体中文 (Chinese (Simplified))
  • 繁體中文 (Chinese (Traditional))