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.
Meet the team
Our Operations experts
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.
View ProfileCase Studies
Celebrating our clients' success
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.
Operational process improvements deliver ~£15m cash benefit for large energy retailer
We supported a large energy retailer with the management of its prepayment portfolio, where a shortfall in expected cash was causing a double-digit revenue gap. This problem was expected to increase in scale significantly, due to the ongoing energy crisis and its impact on prices.
BFY helps medium sized supplier reduce complaints by 33%
Our client was recording a high number of complaints and wanted support in identifying where and how to make rapid improvements. A new complaint recognition process was formed and rolled out across the business, leading to a 33% reduction in complaint volumes for the following quarter.
Latest news
Insight from Operations experts
Getting operationally ready for change in a dynamic energy market
Avoiding expensive delays is key in any change programme, and the risks are getting greater with smart targets and MHHS on the horizon. Often, suppliers have the right idea on what to change, but fall short in realising benefits due to how the change is delivered. Here, we show why operational readiness is key to nailing this delivery, with five focus areas to sharpen your approach.
Improving settlement performance is a ~£200m opportunity for suppliers
Since the migration of first-generation (SMETS1) smart meters into the DCC network, there’s been a steep decline in settlements accuracy across the energy industry, which could be costing suppliers up to £200m based on our analysis.
MHHS could pose a major commercial risk for suppliers
Market-wide Half Hourly Settlement (MHHS) has the potential to pose a major commercial risk for suppliers, with a risk of overpaying for energy purchases by up to 8%.
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