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Utilities – SaaS

This well-known, international software provider works with many energy suppliers across the UK. As part of their ongoing support for a particular client, they partnered with DDC OS. This enabled them to expand their offering as DDC OS would deliver against various back office processes. Having experience with the software was essential; as a key industry partner, DDC OS were able to offer the required level of insight and people to improve processing times and results.

Client Needs

The back office activities involved debt management, account health checks, and in main, working through customer account issues to ensure bills were issued correctly.

It's a Success! 99.4% quality score achieved.

Our Solution Summary

  • Experienced team of specialists.

  • Identified billing & account issues.

  • Investigated issues until a resolution was in place.

  • Ensured once corrected the cycle processed correctly.

  • Initial focus on Legacy (credit) meters.

  • Hybrid, UK - Bosnia & Herzegovina team.

  • Key Success Points

  • 99.4%

    quality score.

  • Experience & expertise of the software services.

  • 116%

    productivity.

  • A focus on improving processes to future proof the accounts.

  • 41.17%

    of ledger funds reunited.

  • Provided recommendations utilised internally by the client.

  • Agents exceeded all expectations of speed to competency.

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