Insight at British Gas is now a way of working. With the right tools and processes in place, key decision makers are able to do the right things for both the business and its customers and have already identified a number of improvements that will ultimately save British Gas millions of pounds – as well as earning recognition at the UK Customer Experience Awards for their return on a great customer experience.
British Gas has faced a number of unique challenges in recent years – not least the introduction of several new suppliers into the marketing place. Growing a business in an increasingly competitive marketplace meant British Gas need to reset its mission and set a new company-wide business strategy to become the best supplier for customer service.
But in order to achieve their vision, British Gas needed an effective way of measuring customer experiences and identifying areas for improvement. Following the introduction a Maru/edr enterprise-wide customer experience insight program in 2014, business decisions are now made with confidence helping British Gas to make strides towards their newly formed business strategy.