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Case Study

Reducing Failed Bills and Managing Complaints for an Energy Supplier

Overview

Owned by their City Council, this well-established localized supplier provides gas and electricity in a way that is designed to support the local community and keep costs for its customers lowThey provide customers with 100% green electricity and 15% green gas, sourced entirely from local sewage waste. Committed to excellent customer service, they offer face-to-face support while actively addressing fuel poverty through their Fuel Good fund. This initiative raises money each time a customer switches, helping to make a meaningful impact in the community.

Client Needs

With a rapidly expanding customer base, the client faced challenges in managing the surge in customer billing exceptions. They required additional support to handle the increased workload while their in-house team scaled up. Recognizing The DDC Group’s expertise and adaptability, the client sought their assistance for a short-term project that prioritized swift results, cost efficiency, and optimal resource utilization.

Solution Summary

The DDC Group developed and implemented a targeted plan to reduce the client’s failed bill percentage. Leveraging our deep industry knowledge and expertise, we conducted a thorough analysis of their billing processes and designed a streamlined, effective solution.

As a flexible and agile outsourcing partner, we quickly assembled an experienced team, accelerating problem resolution far beyond what would have been possible in-house. This swift action not only minimized delays but also ensured the client received funds faster, delivering measurable results with efficiency and precision.

Benefits
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Highly adaptable and flexible solutions tailored to the client's needs
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Access to industry-specific expertise for better outcomes
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Reduced failed-billed customers, improving revenue reliability
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Lower cost-to-serve, enhancing efficiency and profitability
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Significant cost savings and reduced operational expenses
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Decreased customer complaints, boosting satisfaction and loyalty

"DDC hit the ground running and delivered exactly what we needed for three months, with all billing exceptions managed well within our standards. We were impressed with their knowledge and understanding of the energy industry as well as the structured account management and day-to-day support."

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