Keeping customers at the heart of decision-making
THE OVERVIEW
British Gas is the UK's leading energy supply and in-home servicing provider, having looked after the homes of Britain for over 200 years. They serve over 9 million homes across the country and have a distinctive field force of around 8,000 engineers.
Established in 1812, British Gas has long been a trusted brand that believes in always doing the right thing for its customers. Nowhere is this more important than in the energy sector, where British Gas is at the heart of millions of homes and businesses, helping to keep things running smoothly.
IT NEEDED A SMARTER, MORE ACCESSIBLE PLATFORM
THE CHALLENGE
As a company dedicated to its customers; British Gas is always looking for new ways to improve its customer experience. With this in mind, the business underwent a significant insight-driven restructure that saw British Gas get even closer to its customers.
In doing so, British Gas soon realised that their shared drive for storing valuable insights was not fit-for-purpose; data searches were time-consuming, historical reports were difficult to access, and vital research was being missed.
To replace this, British Gas required an efficient technology that would transform its customer insights, research and data into an advantage for both its customers and the wider business.
That would save precious time and money - two things that the business' previous software was unable to provide.
COGNNI'S EFFICIENT PLATFORM HAS HELPED BRITISH GAS UTILISE ITS RESEARCH AND INSIGHTS IN A SMARTER WAY
THE SOLUTION
In Cognni, British Gas has found a partner that shares the same values of putting the customer at the heart of decision-making, as well as a dynamic and agile platform for a more competitive offering. Cognni's smart and secure software, coupled with its easy-to-use filters, enables British Gas employees to access and share relevant insights at the touch of a button. In doing so, British Gas quickly respond to customer needs while making it easy for everyone to stay connected - something particularly beneficial for remote working employees.
This in return translates into better value for money for both the energy provider and the end-user. Moreover, British Gas employees are thrilled to have an innovative platform that allows them to better understand their customers' needs in order to exceed them. That way, they can continue to put their customers at the heart of everything they do.