How to achieve Return on Investment

Delivering a 4:1 return through customer centricity

2013 was a difficult year for British Gas with significant external pressure and an increasingly competitive market. With a strategy re-focused on great customer service, British Gas needed to do what was right for the customer, as well what was right for the business.

In 2014, British Gas partnered with Maru/edr to create a new enterprise-wide Customer Experience programme. Working together we defined more than 20 important customer journeys and identified key pain points that were driving cost and customer churn.

This case study shows the solution that was created as well as the experience delivered and the return and impact of this on the ROI.

Download Maru/edr’s Case Study of British Gas to understand what it takes to deliver a 4:1 return.


Download the presentation here


© Maru/edr 2016