Energy Utility Cuts Customer Complaints by 48% Post-Billing Reform
Customer operations support for a state energy utility during a billing system migration — managing complaint surge and maintaining service levels.
The Challenge
A state energy utility was migrating its billing system — a change that historically causes 200-300% spikes in customer complaints during transition periods. The utility's internal call centre lacked the capacity to absorb the projected surge without breaching regulatory SLAs.
Our Approach
Deployed a 55-agent surge response team within 3 weeks of contract — trained on both legacy and new billing system.
Built a complaints triage framework: billing discrepancy, meter issue, disconnection dispute, and payment portal failure — each with a distinct resolution pathway.
Established a real-time escalation bridge with the utility's billing IT team — flagged systemic errors within 2 hours of pattern detection.
Daily volume forecasting during the migration window — adjusting staffing in 4-hour blocks to match intraday demand.
Daily status reports to the utility's COO and Regulatory Compliance team.
Related Engagements
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