Free Whitepaper: Operations Transformation
In another high pressure winter for Energy & Utilities, maximising your operational effectiveness is key to staying ahead of the competition, satisfying customers, and meeting regulatory expectations. See where the opportunities lie in our white paper below.
We’ve benefited from BFY's hands-on approach, rigour and structure in managing the project and the broad range of skills they have contributed to make this work a success. Their deep experience in energy has really added value to us throughout.
Head of Transformation
Large Energy Supplier
Operations Transformation
Getting ahead of the competition in Utilities
Energy & Utilities is becoming increasingly complex. Ofgem's ongoing Price Cap review, the need to engage customers in a diversifying market, and unprecedented challenges with debt and affordability - all contributing to significant uncertainty. To succeed in these challenging conditions and secure a competitive edge, it’s crucial to know where and how to focus your improvement efforts.
In our free white paper, we share best practices for developing market-leading operations, looking at:
- Using demand analysis to drive transformation opportunities across your organisation, and reduce inbound contact
- Optimising processes and communication channels, through a better understanding of customer needs and internal performance
- Leveraging technology and AI to simplify customer communication, while easing workflow and capacity
- Empowering teams to achieve leadership excellence and establish a winning servicing culture, that gets ahead of the competition
Click here to read the full insights and get ahead.
Our Team
Market-leading transformation experience
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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Jonathan Paton
Senior Manager
Jon specialises in Customer Operations leadership, customer contact, and operational service delivery transformation/improvement.
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Jon Vincent
Senior Manager
Jon helps clients resolve problems with billing, settlements, and customer service.
View ProfileOur Impact
Delivering exceptional results
Cash recovery initiatives deliver ~£275m benefit for large Energy supplier
Our debt team supported a large Energy supplier with recovering their cash position, achieving a total benefit of ~£275m through collaborative initiatives.
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.
£4.5m in Bad Debt benefits for large energy retailer
We helped a large energy retailer to generate immediate in-year debt benefits through tactical interventions. Our programme delivered ~£4.5m in Bad Debt benefit and ~£8.5m in cash collection, all while maintaining customer and productivity measures within the operation.
Insights
Get the latest from our experts
Suppliers can still hit smart targets, but installation is only half the battle
Q3-24 saw 700k smart meter installs, a ~3% rise, but this pace won’t meet the 74.5% target by Dec-25. Another 5m installs are needed, alongside addressing the 3.7m meters still operating in traditional mode. These persistent issues risk higher service costs and frustrated customers, while competitors are already capitalising on real-time data for personalised tariffs and stronger engagement. Here, we share practical steps to help address this dual challenge.
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?
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.