While 2021 has been challenging for us all, as the year draws to an end we should reflect on - and celebrate - some of the fantastic successes we’ve achieved as a business.
Here are just a few highlights and the strategic pillars they are supporting…
- Maintaining a customer satisfaction score in MB service (NPS) of over 45 in the last 2 years – Growing margins / Optimising our customer base
- The SME Onboarding project – we’re now delivering a much better customer onboarding experience on all fixed price business (which will include Indirect when they go live with CRM in Dec/Jan), with a full online communication journey for customers from acceptance to go live. It’s also a great example of the Marketing, Sales and Servicing teams working together from the initial proposal through to implementation – Reducing our cost base
- This project should drive better go live rates, improved customer satisfaction and higher quality customer contact information, as well as reducing the number of queries from accounts not being set up properly.
- Supporting a great sales result again,despite the many challenges presented through the year. This includes within-contract optimization of multiple MB contracts, resulting in +£2.5mn annual margin - Growing margins / Optimising our customer base
- Implementing a robust contract audit process in MB sales - Mitigating risk
- Successful onboarding of the Orsted portfolio, which demonstrated more fantastic cross-team collaboration - Growing margins
- The commodity crisis and the volatility of the energy market has seen many departments working together to progress some of the mitigation work such as ABVs and tolerances. It's been cited many times, but our achievements here really do show that in a highly focused environment our teams are able to prioritise and deliver - Mitigating risk
Many thanks to everyone who’s been involved in these projects – it’s clear that we deliver our very best work through collaboration!
Article co-authored by Elena Beach and Tony Bartlett.
