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Case Study

Streamlining Customer Support for a Leading Renewable Energy Provider

Overview

This client provided renewable electricity, natural gas, and customized low-carbon energy supply options as standard to businesses and residential households across the UK. Challenging the “big 6,” this supplier leveraged its well-known brand to great effect, expanding across energy supply, broadband, and beyond, before transitioning the customer base to another provider.

Key Success Points

2000

5-star reviews on Trustpilot

23000

Backlogged cases cleared in 8 weeks

3000000

Collected through credit management services

25

CSAT Increase

70

decrease in abandonment rate

20

Reduction in Wait Time

45

increase in NPA

Client Needs

Following their acquisition of another energy supplier, the client required short-term support with frontline customer services. Their acquisition brought with it a considerable backlog across their services and the client needed an experienced customer service team to help reduce the incurred call demands.

This was later followed by billing and credit management services, as well as support on their smart metering campaigns to lower smart objections.  Our partnership thrived as the client appreciated our ability to provide a multi-service offering with extensive knowledge and experience that could be delivered in various locations.

Our Solution Summary
  • Comprehensive Call Demand Support: Available from 9 am to 8 pm UK time.
  • Hybrid Team Structure: Operating across the UK, Bosnia, and Herzegovina.
  • Scalable Workforce: Flexibility to scale from 30 to 400+ team members to meet growth demands and expand service lines.
  • Multichannel Customer Support: Seamless support via chat, voice, and email.
  • Back Office Services: Including billing management, complaint resolution, and Ombudsman case handling
  • Specialized Support: Smart metering objection handling and processes for vulnerable customers
  • Credit Management Solutions: Ensuring effective customer account support

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