Project at a glance
- Regulated by OFGEM
- Major utility company
- Fast intervention required
- Global board mandated
- Additional £1m in profit
Problem
Our client, a regulated UK utility company was delivering UK Government backed energy schemes across the UK. The business unit was not profitable and was in danger of becoming a PR problem.
The main issue was a contract centre that was outsourced to a 3 part provider. The business needed to bring this part of the operation under internal control and find additional margin.
Williams Bain supplied an experienced Interim Manager who had worked with us previously many times, the interim had contact centre operations experience, turnaround experience, contractual / negotiation experience and a track record of in-sourcing services.
Approach
- Key operational issues dealt with immedietately
- Best in class business processes written ready to use
- Service transfer and exit completed to budget
- New operational live at a much lower cost to serve
Results
Adding £1M in Profit Contribution: Bringing best in class operations in-house
- Additional £1m in profit
- Best in class service
- Operational improvements made
- In-house capability created
- No disruption to the business
Skills and Experience
The Interim Manager – 104518352
- Programme Lead: Hands on approach to delivering business critical programmes
- Change and Comms: Ability to deliver change management in a way that users embraced the change
- Business Process: Extensive business process re-engineering skills that ensured operational excellence
- Financial Acumen: Leads programmes that deliver financial benefit and shareholder value
