Improving delivery of customer commitments through step changes in performance
npower needed to significantly enhance the rate of smart meter installations - to meet customer expectations and regulatory targets. A step change in productivity was required. Assembling an A-team of industry specialists, we deployed our experts into key positions within npower. Working side by side with npower, improvements were made to enhance the approach of installing smart meters to customers - and in doing so, the rate of installs was doubled.
Through the latter stages of the engagement, the team worked under very challenging and unprecedented conditions – the Covid pandemic combined with npower’s ongoing integration into E.ON. After halting all national operations in response to Covid, the team efficiently remobilised installation teams and exceeded targets. Smartly, safely and successfully.
Npower’s standing in the industry was greatly improved as a result of our work together. The most rewarding aspect of the project was seeing the lasting impact of putting people at the heart of delivery. Trust and commitment driving real results.
"The outcomes generated are testament to one of the best pieces of consultancy we’ve experienced. [Baringa] bring a ‘can do’ mind-set and a wealth of experience, but what sets them apart is their ability to embed themselves within operations to deliver sustainable step changes in operational performance."
Chris Thewlis, COO, npower
Related Case Studies
Improving customer service and speeding up complaints’ resolution, while saving £15 million a year
Can costs be cut while improving customer service?Read more
Building the UK’s critical Covid-19 Test & Trace infrastructure
How do we drive procurement success during the biggest global health crisis of the last century?Read more
Leading the operational transformation that made a £4 billion insurance deal possible
How did an insurer cut through the complications of one of the biggest carve-outs in recent history to emerge stronger and better equipped for the future?Read more
Helping a telco turn digital transformation into competitive edge
How can a large telco unlock the advantages of digitalised operations and agile ways of working?Read more