Energy & Utilities

Energy & Utilities

Utilities are in the spotlight.

Competition and regulatory pressures are increasing, and new entrants are differentiating themselves through their customer service. Every customer conversation, in every area of the organization, makes a difference – from corporate sales teams renewing long-term contracts to service teams delivering on the brand promise.

Imparta’s ability to span the whole spectrum, from front-line service and sales-through-service to complex B2B sales, means we’re well placed to help you achieve your objectives in a joined-up way.

Some of Imparta’s Energy & Utilities Clients:

british gas

Industry issues & how we can help…

Driving Share of Wallet and Renewals in B2B

We can help you to achieve a consistent, client-focused approach to creating value and selling across geographies and channels, with specialized tools in the RENEW/EXPAND phase. We also train staff in commercial and business acumen so that they can engage with financial buyers and channels to build a case and demonstrate financial impact.

Optimizing the Customer Experience

We help teams to understand the three dimensions of superb customer experience (3DCX): Insight, Influence, and Trust. We build the skills to deliver brilliant customer conversations, tailored to different types of buyer at different stages of their buying journey.

Improving Complaint Handling

Imparta has a strong track record in improving complaint handling through culture change and conversational skills.

Improving Collections

We teach and reinforce conversational skills that put the customer at the heart of the collections conversation, and can have a dramatic impact on improving collections.

A large energy company approached us to help them become the number one organization for customer satisfaction in the UK utility industry. We designed a program to improve the quality of service at first point of contact, differentiate their service to help consolidate brand loyalty, and improve employee engagement.

To date, this program has delivered a 23% increase in customer satisfaction and a 25% increase in inquiries resolved at first point of contact.