Utilities company sought audits of risk assessment policies
The challenge
The client wished to improve its customer contact strategy to reduce formal complaints and improve its reputation
Our approach
- We reviewed a sample of underwriting assessments
- We compared decisions against risk policy
- We reviewed complaints responses and timelines
Our delivery
- We recommended underwriting assessment improvements to minimize risk
- We re-wrote the complaints process to reduce response times to less than 21 days (from 40+)
- We improved training schemes to educate staff on customer service expectation
