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Utilities – Industry Operations

Industry Operations
This energy supplier was a popular provider to millions of customers around the UK. Offering renewable electricity and carbon offsetting their gas, they helped customers reduce their home’s carbon footprint. This supplier prided itself on a carbon-neutral status and firstrate customer service

Client Needs

Operating with an in-house team only (excluding sales), the client began to look for an outsourcing partner who could offer expertise and experience in the domestic energy market to help with their growing customer base. It would support reducing costs while providing customers with the quality they expect, expanding the team quickly to create sustainable growth.
As a specialist outsourcer in the utility space, DDC OS was chosen to work on a range of industryspecific operations and select areas of customer contact. The outsourced team would work alongside the in-house team as a cohesive unit

An average of £2,000 savings per account released. This was achieved through our Settlement work for both electricity and gas energies that saw a £20 million release total. This was represented by a £15 million Settlement decrease and a £5 million billing increase upon release of the accounts.

Our Solution Summary

Wide range of services including: billing, refunds, disputes, erroneous transfers, billing & meter read settlements, related meter, cleansing, and settlements.

  • Hybrid team based across the UK and Bosnia & Herzegovina

  • Presented expert insight, identifying extensive opportunities for financial returns.

  • Proactively identifies areas of upskilling/access needed to improve our team's ability to solve problems completely without client involvement.

  • Created detailed reporting, which allowed the client to have insight into the capabilities and productivity of our teams. These BI dashboards also allowed them to forecat work allocation more accurately that prior to out partnership.

    • Key Success Points

  • 260,000

    billing errors solved (circa.)

  • 104%

    of disputed reads target achieved.

  • 126%

    of bill failures target achieved.

  • 117%

    of the refunds target achieved.

  • 167%

    of the back billing target achieved.

  • GSOP Escalations reduced from 35% to 14%

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    Our Solutions

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    DDC Outsourcing Solutions, Manton Wood Enterprise Park, Worksop S80 2RT

    DDC Outsourcing Solutions Limited – Ltd No. 2151319