A large UK utility firm aimed to improve customer satisfaction by reducing the volume of service complaints. The project focused on leveraging analytics and process improvement to identify gaps and drive continuous improvement.
The Challenge:
The firm faced a high number of customer service complaints, which negatively impacted customer experience and brand reputation. Key issues included:
- Knowledge Management: Outdated and hard-to-find articles slowed resolution.
- Advisor Behaviour: Lack of empathy and non-adherence to defined processes.
- Non-Customer Service Issues: Limited visibility of engineer appointments and stock availability caused delays.
- Non-Complaints: Incorrect categorisation of enquiries as complaints.
- Technology Issues: Restricted access to customer service archives and app slowness.
Our Solution:
Huntswood implemented a data-driven approach combining analytics and process reviews to address root causes:
- Improved content quality and search functionality, with quarterly reviews.
- Delivered refresher training, coaching, and mentoring for advisors.
- Enhanced systems to track engineer appointments and optimise stock availability.
- Introduced measures to prevent miscategorisation of enquiries.
- Increased advisor access to archives and improved app performance.
The Results:
- 14% reduction in customer service complaints
- Improved customer experience and satisfaction
- Enhanced brand reputation
- Greater efficiency and cost optimisation