End-to-End Process Review
Issue Capgemini were engaged to perform a review of the supply company’s retail processes to assess through internal analysis and external benchmarking how the processes could be improved to maximise operating efficiency and external effectiveness.
Solution:
End to End process scope included: Meter to Bill; House Moves; Customer Acquisition; Customer Appointments; Query and Complaint Management; Credit Control.
Results:
Demonstrated the scale of process improvement possible through detailed cost base analysis;
- Identified c.20% of annual process improvement cost reduction benefits that could be delivered in the short-medium term;
- Assessed the business readiness for transformational change and identified potential barriers;
- Benchmarked cost saving ambitions and proved that they were directionally correct
Identified detailed process improvements for each process. Meter to Bill findings included:
- Start/opening reads capture is not maximised and utilisation of reads obtained is poor leading to downstream customer and industry disputes/rework
- Optimal customer information is not captured through the sales channel & consequently communication channels cannot be utilised effectively e.g. SMS
Customer contact process is too reactive in nature and utilises the wrong mix of communication channels
