Complaint Management

Case Studies

Energy Client - Complaint Management

The Challenge

Complaint volumes were high and client lacked resource to deal with backlog
Client system not suited to complaints
Ofgem targeted on closures (with penalties)

The Solution

Sigma established a team of 70 FTE to focus purely on complaint closures
Executive and Ombudsman complaints team of 8 also set-up in client offices
Client’s CRM / Billing system used;Sigma overlaid its bespoke Complaints Handling system to ensure timely activity with a full audit trail.

The Result

50% higher closure rate (vs. client internal team)
Significant reduction in re-open rates (i.e. complaints successfully resolved)
Improved customer satisfaction
Over 10,000 complaints closed within first 4 months.