Split the Bills

Helping streamline Split the Bills’ internal processes through automation to improve productivity and customer experience

Summary

Split the Bills needed internal processes that could keep up with their growing business. By providing a dedicated team of tech experts, we identified manual processes slowing them down and replaced them with automation. This led to a smoother customer journey, improving customer experience and communication. The new changes transformed how Split the Bills operated to increase productivity.

Background

As a growing company, Split the Bills had a team of 60, and over 75,000 customers. With growth accelerating, Split the Bills needed their team to work productively and spend time on the areas that really mattered for the business. 

However, an internal review found many team members were spending too much time on manual processes, which was holding back growth. 

Lacking a full in-house IT team, Split the Bills had brought on-board different internal developers over the years, but this led to disjointed technology that was complex and difficult to use efficiently. The tech specifications also weren’t easily accessible, meaning knowledge transfer was tricky. 

Split the Bills needed help in reviewing their current manual processes and guidance on where automation could make a positive difference and provide a return on investment.

Our Solution

ClearSky were able to to be onsite within a couple of days to provide Split the Bills with a dedicated tech team who could quickly understand their current climate and get to work. 

Covering all different levels needed for tech - including strategy, design, development, project management, and leadership - we built an IT roadmap, reviewed the backlog they currently had, and worked on prioritising key areas. 

The department dealing with the most manual processes were those communicating with new customers; our solution here was to automate their onboarding process. 

Removing the key pain points and improving the customer journey of signing-up to Split the Bills through automation, meant customers could now receive an automatically generated welcome email detailing what to do next, along with a PDF welcome pack. Automated follow-up emails and SMS messages could be sent to the customer to request energy meter readings, and ensure customer billing was correct and up-to-date. 

Areas implemented in this project:

  • .Net Core API
  • Azure Serverless Apps
  • Azure Queue Storage
  • Microsoft SQL Server
  • Integration with Sendgrid & Twilio

The impact

Through Split the Bills’ newly implemented automated solutions, they now had the new features - particularly around onboarding - that could speed up the customer onboarding process, ultimately benefiting the customer experience. 

The results of these changes had a positive impact throughout Split the Bills, improving how they could operate as a business. The impact included:

  • Stronger customer communication
  • 20% less calls into the contact centre for new customers
  • 4 members of staff completely freed up to work on more valuable business processes
  • More accurate customer billing, resulting in improved cash flow

How this helps in the future

The increase of automated processes has vastly changed how Split the Bills work long term, with team members working more efficiently and focusing their time on more important tasks. Split the Bills now has the right processes in place to onboard more new customers and provide a stronger customer experience that leads to higher customer retention - helping them secure more new business going forward.
Would you like to help your teams work more productively? Automating manual processes can help save your teams time and reduce your operational costs. See how Clearsky can help transform how you work through automation.