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Case Study

Optimizing Back Office Ops to Minimize Billing Errors and Escalations

Overview

This UK-based energy supplier served millions of customers, providing renewable electricity and carbon-offset gas to help reduce household carbon footprints. Committed to sustainability, the company achieved carbon-neutral status while maintaining a strong reputation for excellent customer service.

Client Needs

Operating with an in-house team only (excluding sales), the client began to look for an outsourcing partner who could offer expertise and experience in the domestic energy market to help with their growing customer base. It would support reducing costs while providing customers with the quality they expect, expanding the team quickly to create sustainable growth.

As a specialist outsourcer in the utility space, The DDC Group was chosen to work on a range of industryspecific operations and select areas of customer contact. The outsourced team would work alongside the in-house team as a cohesive unit.

Solution Summary

Wide range of services including: billing, refunds, disputes, erroneous transfers, billing & meter read settlements, related meter, cleansing, and settlements.
  • Operated as a hybrid team across the UK and Bosnia, ensuring seamless collaboration
  • Identified upskilling opportunities to improve problem-solving and reduce client input
  • Delivered insights that revealed major financial growth opportunities
  • Created BI dashboards to track productivity and improve work forecasting

Key Success Points

260

BILLING ERRORS SOLVED

104

OF DISPUTED READS TARGET ACHIEVED

126

OF BILL FAILURES TARGET ACHIEVED

117

OF THE REFUNDS TARGET ACHIEVED

167

OF THE BACK BILLING TARGET ACHIEVED

60

reduction in GSOP escalations

Achieved an average savings of £2,000 per account through our Settlement work across electricity and gas, resulting in a total release of £20 million. This included a £15 million Settlement decrease and a £5 million billing increase following account releases.

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