Re-design Customer Complaint Handling for Regulated Energy Provider

Key Objectives

  • Ensure compliance with ERA requirements regarding complaint handling
  • Optimize complaint handling processes and obtain visibility in complaint volumes etc.

Our Approach

  • Performed quantitative complaint analysis across a number of touchpoints: web, call center, branches, regulatory authorities etc.
  • Mapped and re-designed complaint handling processes by introducing automations, streamlining steps etc.
  • Prepared detailed system specifications to support complaint handling processes

Impact for our Client

  • Ensure full compliance with ERA requirements regarding complaint handling: documentation, processes, service levels etc.