A Major Energy Company Becomes a Top-Ranked Utility in the UK

A leading UK energy company sought to improve the customer experience, reduce its cost-to-serve, and become a top-ranked utility company in the UK. With more than 10,000 staff serving 6.5 million households and businesses across the UK, this was an ambitious endeavor.

The energy company initiated a Customer Transformation Programme (CTP), which had three main work streams: Leadership and Development, Operational Excellence, and End-to-End Customer Journeys. One of the key areas identified for improvement was workflows in the back office.

The organization realized it needed to provide real-time information to all levels of management to monitor and improve productivity against customer demands and operational efficiency.

Verint Principles of Operational Management training gave the energy company a best practice management framework to coach and challenge managers to better understand workloads and balance these with the resources available.

The framework ensured that the learning gained became practice and that the required activities and behaviors cascaded through the organization to deliver real impact.

The organization now has a tangible skills matrix in place to aid skills utilization, resulting in more effective multi-skilling across sites according to business needs.

The energy company is now able to share resources across functions more effectively, completing work much quicker than before. For example, in one department, work is being completed in a record-breaking time of 2.1 days versus the previous four days.

Investing in training and coaching team managers resulted in consistency in the management of work, resources, and performance across the business.

The framework promotes improved communication, enabling staff and managers to fully understand the wider context of what they were doing. In turn, the business has seen a shift from a ”siloed” workforce to a ”team of teams.”