Customer Retention
Protect revenue and reduce churn
In a rapidly evolving utilities market, retention is critical to long-term profitability. We support renewals and retention through proactive, insight-led outbound engagement, resolving issues early and strengthening customer relationships before they reach a point of attrition.
Customer Acquisition
Convert demand with clarity and confidence
From pricing and quoting to simplifying tariff explanations, we manage the critical first steps of the customer journey across multiple channels. We handle inbound inquiries and proactive outbound sales, ensuring clear communication, accurate information, and a seamless transition into onboarding.
Complaints Management
Resolve faster. Comply fully. Learn continuously.
An effective complaints process is essential for customer trust and regulatory compliance. We manage the end-to-end complaints lifecycle from capture and case management to resolution and detailed reporting, supporting both internal performance improvement and regulatory requirements.
Settlement
Accurate, compliant, and friction-free
We manage settlements across the utilities lifecycle, including meter read collection and processing. By ensuring accuracy and consistency in the back office, we help suppliers reduce errors, avoid rework, and deliver a simpler, more reliable customer experience.
Onboarding
Get it right first time
A smooth onboarding process is critical to billing accuracy and customer satisfaction. We set customers up correctly from day one, supporting first bill success, account setup, payments, and self-service access. Behind the scenes, we manage exceptions, objections, and switching rejections to minimise future contact and operational cost.
In-Life Servicing
Comprehensive support for complex customer needs
Our industry-leading in-life customer management covers every stage of the active relationship, from account maintenance and movers to metering, industry interactions, and government scheme queries, delivering consistent, compliant service at scale.
Debt Management & Collections
Recover revenue while protecting the customer relationship
We design and deliver effective, responsible debt management strategies that support the recovery of millions in revenue. From payment plans and balance reviews to occupier investigations and collections calls, our approach balances commercial outcomes with customer care.
Billing & Payments
Ensure accuracy. Accelerate cash flow. Reduce disputes.
Billing and payments sit at the heart of any supply business. We provide end-to-end support across failed bills, back billing, final bills, and complex exceptions. From payment methods and affordability assessments to high-volume billing operations, we help suppliers get paid, quickly and accurately.
Multilingual Services
Local understanding. Global scale.
We deliver multilingual customer support in over 30+ languages, removing communication barriers and enabling truly localised customer experiences. Our focus is on quality, cultural relevance, and consistent service, wherever your customers are.
CASE STUDY
Energy Supplier
A top UK energy supplier chose DDC as their outsourcing partner to manage industry-specific operations and customer contact.
With an expert team working across multiple countries, we focused on improving problem-solving capabilities, creating insightful reports for better work allocation, and driving financial returns, all while reducing costs and maintaining service quality.
Results:
- Achieved 126% of bill failures target
- Released an average of £2,000 savings per account
- Approximately 260,000 billing errors solved
Cultivating a Data-First Culture: A Guide for Executives
Key Technologies Driving Data Accuracy in the Future of LTL Shipping
Preparing for 2025 and the Road Ahead
