Industry: EnergyLocation: United Kingdom
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Due to the use of an outdated customer relations management system, the client has been facing an increase in the number of monthly complaints and a downtrend in the satisfaction indexes.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.