Operations & Service Recovery
I’ve found the team at BFY to be a dedicated and personable bunch of people, who have their clients success at the heart of what they do. Definitely the most effective consultants I’ve worked with in a long career within the utilities sector.
Operations & Service Recovery
Drive lasting change through continuous improvement
Service provision is complicated in Utilities. Multiple, disparate processes must work in unison to deliver the right outcome for customers and suppliers. When problems arise, overcoming them quickly is crucial to protect performance and satisfaction. Often, this is more difficult than it sounds. Every operational team has its own unique challenges, which are heightened by the evolving presence of regulatory and industry-specific constraints. This is where real experience and in-depth knowledge are invaluable.
At BFY, we can help you to enhance service quality and realise positive operational change, through the core principles of Operational Excellence. Our experts hold a proven track record in Operations and Service Recovery, empowering suppliers in Energy and Utilities to overcome their biggest, and most disruptive challenges.
We can help with:
- Reducing financial loss through revenue leakage
- Improving same day closure performance in complaints
- Reducing bill shock and overdue unbilled customers
- Enhancing accuracy in customer switching and COT
- Increasing SMART deployment success
- Maximising PAYGO cash recovery
From day one the BFY team have been approachable, willing to help and roll their sleeves up to get fully immersed into the problem and the team. I'd highly recommend BFY.
Less disruption, faster improvements
When driving change, customer experience doesn’t need to suffer. Move faster, and resolve issues sooner, with unique insight from our best practice approaches. Offering expertise from real-world experience, we can provide a blueprint for overcoming your most disruptive challenges, allowing you to achieve and maintain exceptional levels of performance.
Our specialists are fully immersed in the problems that you face. As a team who’ve experienced the industry for ourselves, we’ve felt the frustrations that an underperforming process can bring. Leveraging this insight to empower other suppliers is what’s built our esteemed reputation. We combine this with the core principles of Operational Excellence, creating an approach that breeds pace, agility, and improvement.
Transferring knowledge, and internal upskilling, are fundamental in the exceptional results that we deliver. We partner with your key business leaders to share and embed our industry expertise, ensuring that your operational teams are set up for enduring success.
Operations & Service Recovery
Meet the Team
Rachel Littlewood
Director
Rachel leads our Financial Optimisation work streams, working with leaders to improve profitability & cashflow
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Jon Vincent
Senior Manager
Jon helps clients resolve problems with billing, settlements, and customer service.
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Kev Brown
Senior Manager
Kev leads continuous improvement and lean transformation projects with our clients, supporting customer operations to deliver our Leadership and People Excellence programme.
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Lauren McCullough
Senior Manager
Lauren leads our clients through Operational Excellence, Lean Transformations and Continuous Improvement activity.
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Jonathan Paton
Senior Manager
Jon specialises in Customer Operations leadership, customer contact, and operational service delivery transformation/improvement.
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Joseph Cooper
Manager
Joseph supports our Retail clients to improve their operational processes and business performance.
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Our Impact
Large energy supplier avoids ~£7.5m in complaints costs
We supported a large energy supplier with a transformation programme, looking at how they can manage their complaints inflow and address the growing backlog. The programme transformed their complaints capability and resulted in ~£7.5m in cost avoidance.
Improving retention for a large energy supplier with ~£25m benefit opportunity
Large supplier was retaining ~5% of customers when moving in or out of a property. We created a plan to improve retention performance and mitigate the impact on data capture, debt collection, and complaints, while also enhancing customer experience.
Large B2B supplier increases efficiency with operational excellence
We supported a large B2B energy supplier with operational improvements in its Pricing team, aiming to increase efficiency and reduce the time taken to produce prices for new and existing customers.
Operations & Service Recovery
Our Insights
Keeping revenue leakage below 1% to stay competitive, and save ~£100m
Keeping revenue leakage below 1% is no longer just a benchmark for top performers, it’s essential for staying competitive. In this article, we explore what sets high performers apart, showing how the right mix of insight, controls and operational execution can mitigate high-value losses, and deliver significant performance gains. At BFY, we’ve worked with leading suppliers on solving their revenue leakage problems, leading to savings of over £100m per year in some cases.
Tailoring service for prepay is more critical than ever this winter
Demand from prepayment customers is expected to rise by 50% in winter, and with affordability challenges at unprecedented levels, bespoke service is needed more than ever. We look at what's needed to address the immediate impact here, laying the foundations for a sustainable, long-term approach.
Creating a winning business readiness plan for MHHS
Ofgem’s deadline for Market-wide Half Hourly Settlement (MHHS) implementation is expected to be pushed back again, from December 2026 to May 2027. Given this is the most fundamental change to the electricity market since privatisation, the revised implementation timeline provides suppliers with a new opportunity to nail their readiness plan.
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