Improving customer experience and reducing customer complaints by 90% for Together Energy by stabilising and streamlining tech solutions
Due to a lot of internal changes within Together Energy, they discovered there were a number of customer pain points which needed to be addressed within their current tech platform, and that customer queries were taking too long to be investigated and resolved.
While they previously had tech expertise within their team, they were looking for external specialists who could provide support and make the necessary changes quickly, to resolve customer complaints. ClearSky Logic came in and quickly got to understand the issues they were having and got straight into fixing them.
After an initial investigation, ClearSky Logic deployed a number of fixes for the immediate issues. Following a data-driven approach, our team responded to issues raised by the Operations and Customer Support teams to help them prioritise issues and created a longer-term strategy that helped them respond to issues flagged by customers quickly.
Working alongside the team, ClearSky Logic helped Together Energy create an in-house platform to give them better visibility and autonomy.
Through the changes ClearSky Logic implemented for Together Energy, they saw a recursion of customer contact through their platform, which in turn reduced the cost to serve. Since completion, Together Energy seen:
One of the fastest growing UK energy providers, Together Energy’s core value is putting the consumer first.
The rate of their expansion left their Customer Service team bogged down with frequent, recurring issues with their app that left them unable to effectively investigate and respond to queries.
We worked with Together Energy to minimise the number of customer support tickets by smoothing out any kinks in the customer journey and automating areas of the process.
By decreasing the issues within the platform, we could improve the customer experience, ensure customers received accurate bills, and reduce the workload on the Customer Service team.
Fast Delivery
We helped Together Energy implement immediate changes, so customer satisfaction was impacted straight away.
Data Driven Success
Data shows that since the fixes, customer satisfaction has drastically improved.
