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Delivering a complaint solution for a leading water industry client

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Case Study

Date

May 8, 2020

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Delivering a complaint solution for a leading water industry client

Table of contents

  • Challange
A leading utilities firm engaged Huntswood to provide a complaints outsourcing solution following a spike in BAU volumes, poor customer outcomes, and resulting regulatory scrutiny. The client needed a rapid and effective solution to restore service levels and improve customer experience.

The Challenge:

The client faced high complaint volumes, inefficient hand-off processes between departments, and quality issues that were impacting customer outcomes and regulatory compliance. They required a skilled team and process improvements to address these challenges quickly.

The Solution:

Huntswood designed and managed a ringfenced operational solution, deploying 24 complaints experts within four weeks. These specialists had technical knowledge of billing, metering, change of tenancy, bankruptcy, and shared supply issues, combined with strong communication and empathy skills to support customers experiencing financial difficulty.

We also improved the existing hand-off process by developing a bespoke escalation matrix with clear timescales and escalation points for other departments. This reduced SLAs for further actions from an average of seven days to one, significantly improving customer wait times and handling times.

The Results:

  • 24 complaints experts deployed in four weeks
  • 86% reduction in turnaround times for further actions (from seven days to one)
  • 40% more cases completed than contractual target (13,042 cases vs 9,308)
  • 97% quality score achieved, exceeding client expectations by 13%
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