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Case Study

Optimizing Back-Office Operations for a Growing Utilities Provider

Client Background

The client is a trusted provider of energy and water solutions for businesses, specializing in new utility connections for commercial projects. Committed to exceptional customer service, they recognize that businesses face numerous daily challenges—utility supply shouldn’t be one of them. With competitive pricing and multi-utility discounts, they are redefining the UK business energy market.

Client Needs

As the client’s business expanded, they needed to streamline their back-office operations, particularly addressing billing disputes, to ensure a seamless customer experience. Additionally, they required assistance in cleansing and organizing their database. Recognized for expertise in utilities outsourcing and providing highly skilled teams across all areas of industry operations, The DDC Group was selected as their trusted partner to deliver exceptional results.

The rapid growth of the business had led to a substantial backlog of cases, creating an urgent need for additional support. Leveraging the expertise of an experienced UK-based team, The DDC Group stepped in to efficiently manage the backlog while handling new customer cases with precision and care.

Our Solution Summary

We delivered a multilingual service, covering calls, webchat and email to help collect data and update the client’s vast database to ensure it held sufficient and the most up-to-date information on journalists.
  • Delivered in Sarajevo, Bosnia, Herzegovina, and the United Kingdom
  • Expertise with the Junifer platform
  • Managing customer contacts
  • Reviewing metering issues
  • Resolving billing errors
  • Streamlining workflows to allocate resources effectively
  • Conducting change of tenancy processes
  • Managing complaints
Goals Achieved

Improvements in cash flow, customer interactions, and operational efficiency

Here’s what our team expertise achieved:
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Released additional cash flow by finalizing thousands of negative consumption cases with relevant billing.

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Improved customer interactions with a new QA form adopted to identify and address trends quickly.

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Completed a data cleanse of over 30,000 accounts within a strict timeframe, supporting the client’s smooth system transition.

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Helped the client’s billing team win their internal Team of the Year award by playing an integral role in their success.

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Cleared metering backlogs to ensure accurate, timely billing.

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Conducted successful acquisition checks to secure correct tariff arrangements and protect future cash flow.

Key Success Points

140000

Accounts successfully reviewed to date

98

Quality Score

72

reduction in the average time cases remain open

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