Large Utility Organisation
Following a significant number of complaints to the ombudsman, the company’s reputation had been negatively impacted and related fines had cost several million dollars. The Head of Customer Services had been given a directive to look at the Customer Complaints pathways within the organisation and analyse why so many complaints were ending up at the ombudsman’s door.
Practicus was engaged to do a piece of “as is” process mapping, to establish what the customer experience was of someone looking to complain. We then provided a "to be" model for customer complaints and some gap analysis work on how to get there. Along the way there were opportunities for ‘quick wins’ which could yield immediate benefits to the brand. This engagement looked at the way the organisation treated complainants, from those who had had their supply cut off to those who had received incorrect, excessive bills.
Examining the pathways, touch points, hand offs and the manual and automated processes, this piece of work was delivered on time with full implementation of the recommendations to be conducted following a restructure.
Contact us with a requirement:
Sydney: T. +61 (0) 282 815 000 sydneyinfo@practicus.com
Melbourne: T. +61 (0) 396 128 900 melbourneinfo@practicus.com
