Defining service excellence for a household name
In 2023 British Gas found itself under scrutiny and at the centre of the energy crisis. Our work initially focussed on improving the service that supports Pay As You Go customers, some of the most vulnerable to price increases and historically an underserved segment.
Amid a transformation aimed at making the organisation as a whole more meaningfully customer centric at a time it perhaps matters more than ever, our focus widened from the initial PAYG service to help put product and service design as a whole on a footing that would maximise its impact by embedding a service design approach. This would ultimately act as the driving force for work that would touch every customer journey.
We established a set of key service pillars that would underpin the organisation moving from a reactive appriach, tackling problems when they occurred, to a proactive one, looking across journeys to identofy opportunitoes to address issues before they arise.
Impact
This work laid the foundations to help to move British Gas toward a service led model, as well as supporting key service improvement and cost cutting initiatives for the business.
