Deliver transformational change
The BFY team provided a mixture of hands on delivery expertise working with middle management, as well as contributing to strategic thinking with the senior team needed to build our Operating Model and enduring capability. Their access to external insight both from the industry and at customer level was invaluable.
Transformation
Empowering you for long-term success
Change is key to the success of any business. Markets, regulations, and internal demands are constantly evolving, and there is a constant need to adapt. Deciding when and where to take action is just one side of the battle. What follows is a highly complex journey with its own unique challenges, which can be the difference between achieving long term benefit and not, if handled poorly. This is where insight from real experience can be invaluable, and our experts have plenty to offer.
At BFY, we can help you to unlock the benefits of transformational change. This means staying ahead of the competition, while delivering positive outcomes for your business and customers. Our expertise covers a broad range of transformation initiatives, offering real-world experience to help you overcome your biggest challenges.
We can help with:
- Fundamentally improving longer term servicing performance
- Reducing attrition
- Increasing employee engagement
- Reducing the change curve impact
- Outsourcing well and maximising value
- Scoping for and delivering customer migrations
- Delivering operational cost savings
- Programme and project management for your critical transformation projects
Experience that helps you to pre-empt your challenges
Delivering change can be daunting – it doesn’t need to be. Transformation projects often start with good intentions, coming unstuck when unexpected problems arise, and delay the delivery of positive outcomes. But what happens when you spot these obstacles earlier, and face them head-on, with practical solutions? Progress accelerates, teams become stronger, and exceptional results can be achieved.
A proper plan, delivered by experienced leaders who’ve ‘got the t-shirt’, can help to ensure that uncertainty doesn’t translate into underachievement. Our experts have already gone the distance when it comes to transformation. We offer a unique perspective on the challenges that can arise, and how they can be managed proactively, leveraging our experience to accelerate your journey towards positive change. By embedding ourselves within your team, we ensure that you’re fully equipped to deliver on your immediate goals, while also setting you up for enduring success on any future transformation projects.
Meet the team
Our Transformation experts
Kevin Scott
Director
Kevin leads client engagements with a laser focus on empowering clients to navigate large-scale events and market challenges.
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Rachel Littlewood
Director
Rachel leads our Financial Optimisation work streams, working with leaders to improve profitability & cashflow
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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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Jonathan Paton
Senior Manager
Jon specialises in Customer Operations leadership, customer contact, and operational service delivery transformation/improvement.
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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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John Scott
Manager
John partners with our clients to deliver transformation and performance improvement - focussing on operational improvement, strategic and regulatory programme delivery, and process design/implementation.
View ProfileCase Studies
Celebrating our clients' success
Avoiding up to ~£60m lost sales value in system migration for energy supplier
We helped a large supplier to mitigate a potential ~£60m loss in SME energy sales, through the delivery of a robust migration framework.
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.
Identifying a ~£1m cost avoidance opportunity in a large supplier's customer migration
We supported a large energy supplier with the migration of its customer base to a new system provider. As this was a background migration, we helped the supplier to cleanse their existing customer data, ensuring that any potential risks were recognised in advance and managed effectively.
Latest news
Insight from Transformation experts
E.ON Next partners with BFY Group for Limitless Leadership programme
BFY Group are delighted to be partnering with E.ON Next to deliver their Limitless Leadership Development programme.
Realising Ofgem's vision for a leading customer-centric Energy sector
Ofgem's customer service ambition makes it clear that today's service standards aren't deemed acceptable, with rising bills and record debt levels only amplifying these calls for change. It represents a new opportunity for suppliers to build a leading culture for customer-centricity, as we show here.
Differentiating the customer journey in energy’s era of ‘similar servicing’
Market share gain and great customer service are becoming increasingly linked in Energy. But as suppliers invest in new operating systems, with many opting for the same or similar providers, how will suppliers differentiate their servicing offering to create a competitive advantage?
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