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Supporting one of the UK’s largest energy providers to clear a significant complaints backlog post acquisition
SCENARIO:
Our client was experiencing a large spike in complaint volumes following the acquisition of another energy firm, resulting in a backlog affecting their BAU complaints teams..
Within two weeks, we deployed a team of complaints experts and operational management with the skills and understanding to resolve complaints.
Completed delivery
4 weeks early
We cleared the backlog well within the client’s 12 week timeframe demonstrating significant resource costs saving.
3000+
cases closed
Due to the success of our delivery, and the surplus budget resulting from early completion, we provided complaint handling support to other areas of the business to help reduce additional backlogs, preventing cases going to the Ombudsman.
70%
cases closed above original target
Huntswood closed cases at a rate far exceeding the client’s expectations, while identifying root cause analysis trends through the collation of bespoke MI.Our operation maintained high quality throughout, and as a result, reworks from QA were minimal.