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Energy & Utilities

Leveraging deep expertise in smart energy and regulatory standards, we solve industry challenges by uniting business process efficiency and customer experience.
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The Future of Energy

Preparing for the future of energy

The energy & utilities industry faces significant challenges, including affordability, government price caps, and increased pressure to support vulnerable customers. Regulatory bodies are intensifying standards around utilities customer service, pushing suppliers to make improvements. 

Alongside established oil and gas options, the addition of smart energy, smart meters, and renewable technology is shifting the sector towards engineering, installations, and financing. Suppliers must evolve from basic utility providers to holistic energy solution creators to keep pace with this dynamic landscape.

At DDC, we have a deep understanding of the industry’s foundations and changing facets of this domain and have consistently invested in developing our skills and knowledge as the market evolves. With our expertise in consolidating back office and customer experience functions across international markets, we can provide a broad market view that fosters resilience and stability.

Navigating the complex telecom landscape

The communications industry moves fast. Customer expectations are rising, and with many markets saturated, retention is more crucial than ever.

At the same time, rapid advancements in technology like 5G and the integration of IoT devices necessitate constant realignment, and evolving data protection and privacy laws make compliance increasingly complex to manage. Maintaining a streamlined approach to innovation while delivering a consistent level of customer experience is no easy feat.

The DDC Group is equipped to offer end-to-end telecom BPO services in the midst of rapid growth — including global expansion. We work with brands to unlock new levels of customer satisfaction and retention, giving you the tools you need to excel in a changing marketplace.
Telecom

Our energy and utilities industry solutions
Retention

Retention

In the rapidly evolving landscape of utilities customer experience, retention is a key aspect for successful suppliers. Our service scope covers the full lifecycle, right through to retention. We support our clients in renewals and retention through proactive outbound contact.

 

Sales

Sales

From pricing and quoting to simplifying tariff explanations for inbound inquiries and conducting proactive outbound sales calls, we manage the crucial initial steps across multiple channels. We ensure clear and effective communication and provide welcome information ahead of onboarding.

 

Effective Complaints Process

Complaints

An effective complaints process is key to driving customer satisfaction. We work with suppliers to record complaints and find a resolution through our case management service, before reporting comprehensively against each for both internal use and regulatory reports.

 

Settlements

Settlement

Across the utilities sector, we manage settlements from start to finish, including obtaining and processing meter reads. Ensuring everything runs smoothly in the back office helps to create a simple customer experience.

 

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Onboarding

As experts in the industry, we set up customers effectively to ensure a smooth first bill run. This not only improves billing accuracy but is also a key driver in reducing demand and future customer contact. We also handle account setups, including payments and self-serve accounts. In the background, we work on exception and objection handling, as well as switching exceptions and rejections.

 

Service

Servicing In-Life

Our comprehensive, industry-leading coverage for in-life customer management covers account health, movers, metering, industry contacts, government scheme queries, and much more.

 

Debt Collection

Debt Management & Collections

We build effective debt management and collections strategies for our clients that support the recovery of millions of pounds in revenue. From creating payment plans to reviewing balances and occupier investigations, our debt management support is extensive. We also make or take collections calls to support the process further.

 

Billing and Payments

Billing & Payments

A fundamental element of any supply business, we are experts in this area. We offer comprehensive payment and billing support, including solving failed bills, back billing, dirty bills, final bills, and beyond. From managing payment methods and handling affordability assessments to extensive billing, we ensure our clients are paid quickly and effectively.

 

Multi_Lingual

Multilingual Services

We offer multilingual services that break down language barriers and create localized communication with your customers in over 30 languages. Our focus is on delivering quality, relevance, and exceptional service worldwide.

 

Utilities – Industry Operations
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
Read case study

What Our Clients Say

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.

Localized Energy Supplier

We are growing at 22% annually, so there is a real challenge to deliver great and, importantly, consistent customer service. So, what we really need is the flexibility to deliver against the objectives of the business. That’s what works for us; DDC can understand and appreciate the challenges but also focus on solutions through adaptability.

Utility Warehouse
A great outsourcer is one that takes time at the start of the project to understand your objectives and your needs, and they are seen as an extension of your business, which is exactly what we have with DDC.
Utility Warehouse

Industry insights
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BLOG Post

Ofgem’s New Customer Service Rules: The Impact

Following extensive engagement with energy suppliers, businesses, and consumers, Ofgem outlined a number of new guidelines specifically designed to improve customer service in the utilities space.

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Blog Post

The Future of Smart Metering and AI

The rollout of SMETS2 meters is set to provide utility companies with an unparalleled amount of data, which has the potential to streamline the distribution of energy and improve the customer experience. 

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Blog Post

The Future of Smart Metering and AI: Part 2

In the future, we expect to see the utilities industry leverage SMETS2 meters to create an interactive smart space for suppliers and customers while accelerating the UK’s ability to reach Net Zero.

Read More

Accreditations

Awards

Let’s optimize your energy and utilities operations