Industry: EnergyLocation: United Kingdom
Background:
The client is a well-known domestic dual fuel energy supplier, operating in the UK market since 2014. With a solid and growing business, the client harvested more than 21,000 domestic and 500 commercial clients.
Due to the use of an outdated customer relations management system, the client has been facing an increase in the number of monthly complaints and a downtrend in the satisfaction indexes. These aspects were damaging the company’s reputation and endangering their licence renewal with regulatory bodies.
Our consultants were requested to assess and implement new customer complaints procedures and effectively train the existing staff to assist vulnerable clients. We worked with senior organisational members throughout the assessment to audit existing processes, analyse customer behaviour (such as purchase and switching decisions), and discover new target audiences.
BRIDCON identified several challenges and issues over the course of a 4-months audit of the company and presented these findings to the clients. With the client’s leadership support, our consultants drafted, implemented, and cascaded more than 120 procedures that helped the client increase their market share, brand awareness, and client satisfaction.
Three months from implementation, the client saw a 26% increase in CSAT and NPS. We also equipped them with a scalable switch-off index facilitating accurate forecasting. 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 interactions and journey of the end-users.