One of the first 100% renewable energy retail businesses, which has gone through high growth in recent years. The operational capabilities (processes, technologies, ways of working) needed to be as efficient or effective as they could be, were meeting the needs of customers behaviours and fit for purpose to meet further growth plans. An investment plan was also underway for technology & data/business intelligence, with the review supported.
Challenge
- A high growth business (+200% growth in next 3-5 years), with a need to reduce the cost to serve for new and existing customers
- The need to drive more and better digital conversations
- More flexibility in the operating model was required to better serve customer demand
- Ensuring the right skills, ways of working and effective MI to drive insights into customer behaviours and business outcomes
Solution
- Discovery & Diagnosis - through interviews, observations & data analysis, we quickly identified gaps in existing ways of working & opportunities
- Design - Ideation workshops included Colleagues from across the business, Sales & Service Advisors, Leaders & SME’s - to design a fit for purpose, future state journey
- Deliver - High Level prioritised Change plans were developed outlining the business case (benefits & investment) and options for the Operating Model
Outcome
- Sales customer journeys were designed, processes documented and priorities identified from customer, business & colleagues pain points
- High level change plan agreed including technology solutions (CRM, Chat, Telephony), process and customer journeys
- Changes to the ways of working to optimise efficiency & effectiveness were agreed
- A new operating model was implemented – with a new Sales Leader [Custerian colleague embedded within the client] to continue changes
“I wanted to thank you for all of your hard work & support. It was great to work with such a pragmatic team & it feels like we have got to the right result with this review & with a Custerian colleague now in the business already making an impact” Hannah Darby, Marketing director, Good Energy
