The Client

Owned by Bristol City Council, Bristol Energy provide gas and electricity in a way that is designed to support the local community and keep costs for its customers low. A stand out feature of their service is the ability to offer a 100% green electricity, and 15% green gas made entirely from Bristol sewage waste for customers’ homes. The Bristol Energy Hub at 100 Temple Street provides face-to-face service for its customers. And the company has launched a Fuel Good fund to help tackle fuel poverty in the city, which raises money when people switch.

The Challenge

With a rapidly growing customer base; Bristol Energy experienced a challenge of being able to support an increase in the volume of customer billing exceptions and required some support while the in-house team was being scaled up. Whilst focussing resource on supporting the Bristol community, they recognised this short-term project would best be handled with cost efficiency at the heart of it. They then came to DDC Outsourcing Solutions UK (DDC OS), aware of their experience and flexibility. The key was to make an impact on the business in a short period of time and effectively manage customer billing exceptions.

DDC OS offered an experienced team and well-managed processes, which helped us put together a support plan in a very short space of time.

The Solution

DDC OS implemented a plan to reduce the failed bill percentage, due to our industry knowledge and expertise we were able to provide further analysis on Bristol’s billing position and create an efficient and effective plan to reduce the failed bill percentage with the required skills.

As an agile outsourcing partner, we were able to mobilise an experienced team quicker than would have been possible in-house for Bristol Energy. Therefore, resolving issues earlier and in the long term, ensuring Bristol Energy received the funds sooner.

The Benefits

  • Adaptable & Flexible 
  • Industry Specific Experience & Expertise
  • Reducing Cost to Serve
  • Reduced Expenditure 
  • Reduced Number of Complaints
  • Reducing Failed Billed Customers  

Summary

During this short-term project, DDC OS were able to clearly display our strength in terms of flexibility and industry knowledge, much to the benefit of Bristol Energy and their customer base. Whilst looking to manage their full customer service and back office industry, Bristol Energy recognised that sometimes seeking outside support is to the benefit of all customers and stakeholders.  

Bristol Energy was set up to offer people fair prices and reinvest its profits back into Bristol. It’s a model that’s proved popular and as a result, we’ve grown very quickly. During a period of rapid growth, we needed some short term immediate support to give our new customers the best possible service. DDC OS then hit the ground running, and delivered exactly what we needed for three months, with all billing exceptions managed well within our standards. We were impressed with their knowledge and understanding of the energy industry as well as the structured account management and day to day support.

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