Situation

An innovative and growing energy retailer required an uplift in customer acquisition and retention, combined with process efficiencies, to meet its growth targets and differentiate itself in the marketplace.

Complication

Legacy core systems were highly customised and unable to deliver adequate customer service. Urgency of requirement to uplift customer service experience not well understood by existing staff.

Transformation

We established a program leadership and governance program to promote cross functional working across teams and technology vendors. Designed and executed a change program to ensure business benefits could be realised.

Outcome

Business technology and change program implemented in accordance with business case and significant, measurable uplift in customer acquisition and service metrics immediately following transition.

Capabilities Applied

Strategy & Planning
Program Leadership
Business Change & Transformation