Case Study: Customer Experience Strategy - Energy Retailer
The Challenge
This organisation is a major Australian energy retailer. Their retail market was about to become fully contestable and they wanted to improve customer service
Case Study: Reduce Repeat Calls, Rework and Average Handle Time - Energy Utility
The Challenge
This organisation is one of the top three energy retailers in Australia. The retail energy market had recently been deregulated and the market had become intensely competitive. They were under severe cost pressure and were seeking to improve the efficiency of their customer service operations.
The organisation had also recently acquired a number of businesses and were looking to exploit potential synergies between them.
Case Studies 
