All utility companies face ever-increasing pressure to deliver greater operational efficiency whilst delivering great customer service at the right price in a competitive environment.
Energy Suppliers
Customers have always been both price and brand-sensitive, and are now becoming increasingly sensitive to the public’s perception of companies’ environmental and climate change credentials. In an era of rolling news and real-time feedback via Facebook, Twitter and other social media channels, companies are focusing more and more on making sure that the experience of their customers is as good as it can be. Being just a “service provider” is no longer good enough – nowadays being a company which customers trust, feel loyal to and will make positive noises about is what makes the difference.
CCL has proven track record in working with energy suppliers to both improve their customer experience whilst making sure customer services runs efficiently. In the rapidly changing world of social media, our specialists help companies manage truly multi-channel operations effectively.
The Water Industry
The Service Incentive Mechanism (SIM) is making all water companies sit up and take note of the need to improve both quantitative and qualitative performance measures. Quantitative measures focus on reducing failure demand and handling contacts effectively at the earliest opportunity, whilst qualitative measures address customer satisfaction and the experience from first contact to resolution. The case is compelling – the difference between success and failure can be a 1.5% plus difference in share price.
CCL have extensive experience in both of these areas – reducing failure demand in the first place and optimising the customer experience to deliver great levels of satisfaction and advocacy.
Visit Case Studies for an in-depth example of our work in the Utilities sector