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Training new energy start up

1 % Positive engagement 1 % Back in touch with client “It was brilliant. The activities will help bring enthusiasm, and the discussions will give everyone the skills they need going forward.” – Spark Energy customer services advisor. Overview How we helped energy provider Pure Planet, a new challenger in the highly competitive Energy sector, […]
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Training an established supplier

1 % Positive engagement 1 % Back in touch with client “It was brilliant. The activities will help bring enthusiasm, and the discussions will give everyone the skills they need going forward.” – Spark Energy customer services advisor. Overview Launched in 2008, Spark Energy works with letting agents and landlords to ensure everything is ready […]
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The Housing Ombudsman Service dispute resolution

1 % Positive engagement 1 % Back in touch with client “From Sigma we have learnt further insights in terms of a professional approach to service development and service delivery and consideration of flexible operating models to meet customer demand.” – Director of Dispute Resolution, Housing Ombudsman Service. Overview The Housing Ombudsman Service (HOS) improves […]
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ReachOut Energy case study

1 % Positive engagement 1 % Back in touch with client Overview With the coronavirus pandemic triggering financial difficulties for many people, Sigma’s groundbreaking ReachOut service has been used to assist a leading energy company’s members struggling with debt. The initial pilot project was incredibly successful, with 23% positive engagement from those referred over eight […]
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DCA Panel Management

Overview How we helped one of the UK’s leading energy suppliers launch a debt collection and recoveries panel, increasing revenue collected as well as saving money overall. The challenge Collections had stagnated for our client within the traditional DCA model and unfortunately it was also under intense scrutiny over customer service. Our client came to […]
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Complaint Management

Overview Driving a better customer experience through improving a complaint management service. The challenge Our client, a leading energy company, was struggling to deal with the volume and complexity of complaints it was receiving, especially those relating to Smart Meters. Complaints regarding Smart Meters added a new layer of complexity, time and sensitivity as they […]
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Collections

Overview How we delivered and consistently improved performance on early collections for a client. The challenge During periods of high customer call demand our client regularly moved resource from collections to front line customer service to ensure they were able to answer calls within their SLA. This meant that collections activity often suffered as it […]
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Smart Meter Appointments

Overview How we assisted a large UK energy supplier in its drive to communicate with customers about the benefits of Smart Meters and installations. The challenge Energy suppliers in the UK are required to offer all customers Smart Meters by December 2021. Longer term, they are also expected to have Smart Meters physically installed by […]
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Smart Meter Remote Commissioning

Overview How we helped a large energy supplier save costs by implementing a remote commissioning process for its newly installed Smart Meters. The challenge In order to meet a long-term requirement that all customers must have a working Smart Meters installed in their property by mid 2025, our client needed to ensure all installed Smart […]
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Pre-payment Winter Support

Overview How we assisted a large UK energy retailer during a peak winter period with additional pre-payment support. The challenge The winter period traditionally sees an increase in customer contact from pre-payment customers, with the colder weather resulting in people using more gas than they do in warmer summer months. Our client required a temporary […]
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