Featured Case Study

Redefining customer experience for the UK’s leading utilities aggregator

Palladium was commissioned to redefine customer experience and implement the product roadmap to deliver change


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


  • The result

    Palladium’s in-depth work provided the client with the following key outputs:

  • Re-design of the customer experience and service blueprint

  • Design and procurement of technology solutions to support Marketing, Sales and Service

  • Implementation of Marketing automation (Pardot), Contact Centre (Natterbox) and CRM (Salesforce)

  • Re-design of the data warehouse to provide the SCV and supporting upgrade of the data visualisation suite for cross-business reporting


  • This further resulted in:

    • Reducing sales cycle time by 20% (efficiency saving)

    • Increase in customer renewal rate from 60% to 92% (revenue growth)

    • Improving cross-sell uplift by 7.5%

    • Improving conversion by 4.2%


    Read more of Palladium's latest work