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Case Study

Utilites – Business Energy & Water Supply

Business Processes

The client is a well-established business energy and water supplier who also supplies new connections to commercial projects. They are focused on customer service and understand that while their business clients have many day-to-day challenges, their utility supply should not be one of them. Throw in great value through multi-utility discounts; they are shaking up the UK business energy market.

Client Needs

As the client’s business grew, they needed to ensure that their back-office operations, especially billing disputes, were handled quickly and effectively to deliver a smooth customer journey. Alongside billing, they required support in cleansing their database. As an expert in utilities outsourcing, capable of providing highly trained teams in all elements of industry operations, DDC OS was chosen as their partner in delivering excellence.

Due to rapid growth, the client faced a significant backlog of cases. This situation necessitated additional support and the expertise of an experienced UK team to manage the existing backlog and handle new customer cases effectively.
It's A Success! Average open cases time reduced by 72%

Our Solution Summary

  • Delivered in Sarajevo, Bosnia & Herzegovina and the UK.

  • Expertise with the Junifer platform.
  • Handling customer contacts.

  • Reviewing metering issues.

  • Solving billing errors.

  • Fluid work-stream management to provide people were they are most needed.

  • Conducting change of tenancy.

  • Handling complaints.

Key Success Points
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Released additional cash flow: Thousands of negative consumption cases were finalised, each with relevant billing.
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Improved Quality of Customer Interactions: DDC implemented a new QA form, which the client adopted to ensure trends and improvements could be identified and rectified quickly.
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Reduced delays & possible costs with tech implementation: A data cleanse of accounts was completed within a strict time-frame to facilitate the client's system transition. Over 30,000 records were reviewed quickly and accurately.
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The client' billing team won their internal team of the year award, with the client quick to recognise the integral role our team played in winning the award.
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Metering backlogs cleared quickly to ensure accurate and effective billing.
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Successful acquisition checks to ensure correct tariff arrangements, protecting future cash flow.
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The team has reduced the average time cases remain open by 72%.

140,000

accounts have been reviewed to date.

98

quality score.
Customer Experience Related

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