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British Gas Services Case Study 2015 - Delivering the end to end customer experience

Who should attend? This session is for you if you are looking to plan and deliver an end to end customer experience. Whether a leader looking to break down silo’s or a planning team wanting to maximise the efficiency and effectiveness of inbound, outbound and field based contact. 

Discover how NPS, backlogs & efficiencies were improved simultaneously, by comprehensive end-to-end planning in British Gas Services that led to many more same day-appointments & lifted promise delivery 20%. 

  • Understand how to plan for inbound, outbound and field, bringing functions together to plan the end to end customer journey
  • Learn how a new operating model for engineers in the field maximised the use of resources
  • See the ways in which understanding the end to end customer journey drives real satisfaction

An exceptional end-to-end customer journey is the result of hard work by the customer and business planning team on a new operating model, communications structure and culture. In an established field service environment they introduced transparent MI, new call quality models, individual scorecards and a new development programme. Demand forecasts were improved by increasing weather feeds from 9 to 30. Joint team talks and weekly inter-team meetings drove communication and each geographical area now has its own planner. The model provides customers with the most appropriate engineer, providing engineer support and better use of resources in quieter periods for upgrade work and annual services. Broken appointments are down by 78%, Net Promoter Scores (NPS) increased 11 points and customer promise is improved 20%. 

Site Visit was on 17th June in Stockport

Attending Companies
Severn Trent Water, ADT Fire and Security, Learndirect, Domestic and General, Direct Line Group and Britvic

Example Job Titles
Forecasting Analyst, Business Planning Support Manager, Resource Administrator, Senior Performance Analyst, Senior Resource Analyst, Design Solutions Specialist, Claims Insight Planning Manager and Projects and Planning Manager.

Key takeaways and learning

  • What flexibility can your business afford to have and how job titles differ by region
  • Seeing how the cultural change was driven and how to do this successfully
  • The importance of customer focussed processes and the organisational structure
  • Consideration about different channel management, software available and the structure required to make this a success.
  • That if you require a mind-set change this often needs to start from the top.

Questions raised for future discussion / future events / future “hot topics”
More on Organisational/Successful Planning Structures

Overall rating – approval rating from feedback forms (% would recommend)

Verbatim Quotes
“Really honest stories from the host – willing to share all aspects not just sell the good points” Beth Redfern, ADT Fire and Security

“Excellent visit – well planned and structured, very interesting and deserved winners” – Jo Harris, Direct Line

“ A very good and informative day” Andy Moreton, Britvic

“ Will allow me to introduce new concepts to be considered for use within my organisation” Mark Cavanagh, Domestic and General


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