Your ROAD Map for Transformation
This has been the best change initiative I have ever experienced in the Contact Centre.
Senior Operations Manager
Operational Transformation
Building your ROAD Map
Whether it's market, regulatory, or internally driven, businesses constantly need to change and adapt. BFY can help you unlock the benefits of transformational change, keeping you ahead of the competition, and enabling positive outcomes for your business and customers.
This can involve:
Making sense of your operational challenge, whatever it may be, and simplifying it down to the change 'need'
Leveraging our industry experience, best practice approaches, and transformation expertise to align your challenge to our transformation capabilities
Using our ROAD Map approach to create the tailored delivery route you need to deliver transformation. This approach is underpinned by our ability to tailor discreet delivery options, to give you what you need, deliver change and ensure it sticks
It’s fantastic to see the levels of Engagement and the transformation in culture and results
Utility Ombudsman Rep
ROAD Map
Customising your transformation delivery
Underpinned by a core process focus, we can deliver a specific, bespoke change ROAD Map for your business. This means choosing from the components in our four pillars, to create a transformation project that's right for you.
Key client challenges include:
- “Complaints are rising, speed of response is increasing, and I can’t work out where the problem is”
- “Leadership and the frontline feel disengaged. There is a disjoint which is causing cultural challenges and lower employee satisfaction scores”
- “We are seeing increased attrition internally and at our external service providers”
- “Servicing volumes are increasing; costs are mounting, and our servicing processes are creaking under the strain”
- “Our reporting is clunky. We can’t easily see the important things and as a result strategic decision making is impossible"
CASE STUDIES
Our Transformation Results
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.
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.
Collections improvements deliver ~£5m cash for Water retailer
We supported a B2B Water retailer with a series of collections improvements, achieving a cash uplift of ~£5m in five months.
MEET THE TEAM
Our Transformation Experts
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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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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Leanne Armstrong
Manager
Leanne helps clients to achieve operational excellence through demand reduction, process optimisation, and cost to serve initiatives.
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Craig Sutherland
Senior Consultant
Craig has experience working on both large and small-scale business transformations, IT and people migration programmes, change management and leading cultural transformation.
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NEWS
Our Transformation Insights
Cost-value connection: Upstream efficiencies for long-term savings
Cost cutting is often the first change identified in tough conditions. Support functions are hit hard, damaging customer retention and satisfaction in the long term. Instead, a combined focus on cost and value is key for success.
Winter complaints are coming – and this year, the pressure feels different
Lower temperatures, increased energy usage, and more customer complaints. Suppliers face this challenge during any winter, but this year, there's greater pressure at play. Vulnerability and customer support will remain top of the agenda, following last month's House of Commons Committee report, alongside the ongoing focus on Customer Standards by Ofgem.
Achieving quality agent outcomes through quality training
Developing agent expertise is crucial at this stage in the cost of living crisis. Balancing collections with customer support requires a specific skillset, which can be built up through the delivery of quality training. In the first instalment of our Driving Agent Outcomes series, we outline what this training should involve, how it should be deployed, and why it's so important in today's climate.