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Case Study

Driving Innovative Solutions for an Expanding Utilities Provider

Overview

This leading utility provider serves over 800,000 customers across the UK with a comprehensive range of services, including landline, mobile, broadband, gas, electricity, and insurance. By combining multiple services into one simple, consolidated bill, they focus on delivering convenience and value to their customers.

Client Needs

The client had been experiencing consistent growth of over 20% year on year, creating a significant challenge in maintaining their high level of customer service while keeping costs lean. Recruiting experienced energy specialists independently proved difficult, leading them to seek an outsourcing partner for customer service support.

They required a flexible model with a provider that truly understood their objectives—this is where The DDC Group stepped in. Our UK locations, along with options for future nearshore and offshore facilities, were key factors in their decision. Combined with our extensive utilities experience and ability to rapidly recruit and train high-quality customer service agents, we provided the scalable solution they needed.

Solution Summary

The solution included the following services:
  • Multichannel inbound customer service
  • Back-office process support
  • Extensive utilities experience and expertise

  • Proactive outbound issue resolution
  • Flexible teams to handle peaks
  • Complaint handling

  • Delivered in the UK across 3 sites, supported by remote working

Key Success Points

30

New customer line average speed to answer

2

Average speed to answer

9

costumers would recommend our advisors

80

Customer effort score

237.5%

Growth in FTEs in 3 Months

30

NPS Maintained Despite Rapid Growth

"A great outsourcer is one that takes time at the start of the project to understand your objectives and your needs, and they are seen as an extension of your business, which is exactly what we have with The DDC Group."

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