Customer

We helped a European energy supplier elevate its capabilities, embed new mind-sets and ways of working, and create €500 million in earnings before interest, taxes, depreciation, and amortization over three years.

We developed a radically new blueprint for one company’s customer payments that reduced customer billing inquiries by 60 percent, enabled digitization of 80 percent of bill-related communication, and improved revenue management.

We helped a leading US utility define a new customer strategy and rethink core journeys to improve satisfaction and reduce cost to serve.

Using deep customer insights, cross-industry benchmarking, and design thinking, we worked with a US utility to revolutionize its approach to outage management.

Working with a leading energy supplier, we helped build a differentiated energy-retailer brand from idea to launch in six months, with a goal of 80 percent market awareness within 18 months.

For a UK energy supplier, we helped shape a strategy for new energy services, introduce tools to improve sales performance, and identify opportunities worth £20 million.