April 24, 2024
The challenge
Government legislation mandates affordable ‘social tariffs’ for vulnerable customers. Specific complaints regarding social tariffs initiated the investigation. Complaints review revealed the service was disjointed & customers waited too long to switched to the new tariff. Recuring issues in the set of vulnerable customers on the social tariff. It took 14 days to investigate cases.
Our approach
Using customer vulnerability insights to identify language consistent with the specific tariff.
Identified agents following incorrect processes.
Actions created to deliver a streamlined process to ensure vulnerable customers had a frictionless journey.
Davies delivered streamlined services for vulnerable customers supported by insight analysis
Our impact
- 92% reduction in time to analyse and investigate priority cases.
- 35 second reduction in average handling time
- Verbal complaints reduced by 15%
- Improved identification of vulnerabilities led to an increased adoption of social tariff
