Together Energy

Improving the customer experience and reducing customer complaints by 90% for Together Energy by stabilising and streamlining tech solutions.

The problem

One of the fastest growing UK energy providers, Together Energy’s core value is putting the consumer first. The rate of their expansion left their Customer Service team bogged down with frequent, recurring issues with their app that left them unable to effectively investigate and respond to queries.

The result

We aworked with them to minimise the number of customer support tickets by smoothing out any kinks in the customer journey and automating areas of the process. By decreasing the issues within the platform, we could improve the customer experience, ensure customers received accurate bills, and reduce the workload on the Customer Service team.

Together Energy is an energy company trying to give you peace of mind and renewable energy for the planet.

Energy utility
Paul Richards
CEO

Whilst running a business I feel that I have never made a good tech decision. I’d describe myself as pretty tech illiterate. When I was faced with a fundamental tech problem I was recommended Clearsky Logic by a former colleague because they are experienced in my Industry and told that they could help solve the problem.The process was quick, simple and ClearSky Logic were able to demonstrate their value within five days of being in place - it was immediately visible and the results were measurable and tangible. It was a completely different experience to a previous one. I found the team fast, agile and pragmatic, offering real advice to help solve the bigger business problem.

Paul Richards
CEO Together Energy

The solution

Our team worked quickly to get to know Together Energy’s current challenges within their digital ecosystem and understand what their customers needed out of the processes within their platform.

After an initial investigation, we deployed a number of fixes for immediate issues. From here, we established a knowledge base which provided learnings while delivering value at the same time. Following a data-driven approach, our team responded to issues raised by the Operations and Customer Support teams to help them prioritise issues and create a longer term strategy that helped them respond to issues flagged by customers quicker.

Working as an insourced team for Together Energy, we helped them move their customer platform in-house to give them better visibility of what’s happening within the platform. We also worked with them to minimise the number of customer support tickets by smoothing out any kinks in the customer journey and automating areas of the process. We could help them keep payment on track for customers, ensuring payments continued to be processed, resolving a significant customer service issue. By decreasing the issues within the platform, we could improve the customer experience, ensure customers received accurate bills, and reduce the workload on the Customer Service team.

Our team worked quickly to get to know Together Energy’s current challenges within their digital ecosystem and understand what their customers needed out of the processes within their platform.

After an initial investigation, we deployed a number of fixes for immediate issues. From here, we established a knowledge base which provided learnings while delivering value at the same time. Following a data-driven approach, our team responded to issues raised by the Operations and Customer Support teams to help them prioritise issues and create a longer term strategy that helped them respond to issues flagged by customers quicker.

Working as an insourced team for Together Energy, we helped them move their customer platform in-house to give them better visibility of what’s happening within the platform. We also worked with them to minimise the number of customer support tickets by smoothing out any kinks in the customer journey and automating areas of the process. We could help them keep payment on track for customers, ensuring payments continued to be processed, resolving a significant customer service issue. By decreasing the issues within the platform, we could improve the customer experience, ensure customers received accurate bills, and reduce the workload on the Customer Service team.

90%

Reduction in customer complaints over three months

50%

Reduction in Customer Complains within one month

86%

fewer Customer Complaints raised weekly

The future

Our team worked quickly to get to know Together Energy’s current challenges within their digital ecosystem and understand what their customers needed out of the processes within their platform.

After an initial investigation, we deployed a number of fixes for immediate issues. From here, we established a knowledge base which provided learnings while delivering value at the same time. Following a data-driven approach, our team responded to issues raised by the Operations and Customer Support teams to help them prioritise issues and create a longer term strategy that helped them respond to issues flagged by customers quicker.

Working as an insourced team for Together Energy, we helped them move their customer platform in-house to give them better visibility of what’s happening within the platform. We also worked with them to minimise the number of customer support tickets by smoothing out any kinks in the customer journey and automating areas of the process. We could help them keep payment on track for customers, ensuring payments continued to be processed, resolving a significant customer service issue. By decreasing the issues within the platform, we could improve the customer experience, ensure customers received accurate bills, and reduce the workload on the Customer Service team.