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Case Study

Streamlining Back-Office Tasks of a SaaS Utilities Firm

Overview

This renowned international software provider collaborates with numerous energy suppliers across the UK. To enhance support for a specific client, they partnered with The DDC Group to broaden their service offering. By leveraging DDC to manage a range of back-office processes, they ensured seamless delivery and efficiency.

The DDC Group's deep expertise with the software was a crucial factor in this collaboration. As a trusted industry partner, they provided the necessary insights and skilled personnel to streamline processes, improve turnaround times, and deliver exceptional results.

Client Needs

The client faced challenges with back-office tasks such as debt management, account health checks, and resolving customer account issues to ensure accurate and timely billing. By addressing these needs efficiently, back-office support focused on streamlining operations and ensuring correct bill processing to meet the client’s requirements.

Solution Summary
  • Specialized team with extensive expertise
  • Resolved billing and account issues to ensure accurate cycle processing
  • Focused on legacy (credit) meter challenges
  • Conducted in-depth investigations to deliver effective, long-term resolutions
  • Seamless collaboration between hybrid teams in the UK and Bosnia & Herzegovina

Benefits

99.4

Quality score

116

productivity

41.17

of ledger funds reunited
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Expertise in software & process improvements to future-proof accounts
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Agents quickly achieved competency, driving efficiency
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Delivered actionable recommendations to enhance client outcomes

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