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75 Bermondsey Street
London, SE1 3XF

+44 203 882 8567

© 2020 Palladium Group Limited

Registered in England & Wales Company Registration: 09460746

Redefining customer experience for the UK’s leading utilities aggregator

The challenge

  • The tele-advisor centric culture, start up mentality and isolation of back office functions was preventing a customer first, digital mindset being adopted and measured across the all business functions
  • Commission based models were driving the wrong sales behaviours and the infrastructure was enabling agents to work around the process, leading to increasing clawbacks
  • The current legacy platforms were not fit for future digital operations, impacting employee and customer experience - alongside this they were hard to maintain, develop on and integrate with
  • The low maturity of tech and data capabilities were impacting customer data capture which consequently limited personalised engagement and retargeting of customers

Our approach

  • Palladium delivered a digital strategy and implementation programme for the business
  • Redefined customer experience and implemented the product roadmap required to deliver the identified change
  • Set out to reduce partner dependency, remove legacy technology constraints and deliver a digital first service in order to grow market share and improve the LTV of customer

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