Due to various technical challenges, the client has been facing an increase in their yearly complaints and satisfaction indexes. These were damaging the company image and endangering their licence renewal with Ofgem.
Our consultants were deployed to assess and implement new customer complaints procedures and train the existing staff to effectively assist vulnerable clients. Throughout the assessment, we worked with senior organisational members to audit existing processes (particularly for vulnerable customers), analyse customer behaviour (such as purchase and switching decisions) and identify target audiences. BRIDCON identified several challenges and issues over the course of a six-month audit of the company and the wider industry and presented these to the clients. With the support of the leadership team, our consultants drafted, implemented and cascaded more than 120 procedures that helped the client to increase their market share, brand awareness and client satisfaction.
Three months on from implementation, the client saw a 30% increase in CSAT and NPS. We also equipped them with a scalable switch-off index facilitating accurate forecasting and developing. New training plans were implemented for critical members of the team involved in handling complaints. Finally, our data and technology-driven approach allowed us to introduce digital support platforms to facilitate the end-users’ journey and interactions.