Centrica: British Gas
Services Design Team
The Problem.
British Gas (BG) has a massive landlord customer base and they are a huge revenue driver for the business. The relationship between the BG and the client was mostly run over the phone through a select group of advisors. This makes life very difficult for the advisors, who only have time to deal with issues that their clients have as they arise.
In order to help them manage their customers, our aim was to bring some of their job online. Keeping the advisors free to deal with more complex issues and build rapport with their clients.
My role.
In order to get the project off the best start and not make assumptions about a customer type that is notoriously difficult to get hold of. We ran a two day workshop to glean knowledge from our advisors, who deal with the customer all day, every day. This helped us to nail down five customer types, one of which was a surprise to the stakeholders involved. We also ran a series of interviews to verify the information we captured.
At the end of the two days we went away with a backlog organised by all of the team. Based on customer feedback about tasks we could move online. This helped to make sure we started creating the right solutions for the advisors and the landlords.