Case Study: Transformation of the Management Information (MI) Function

ABOUT

Our Partner was approached by one of Europe’s leading electricity and gas companies and asked to provide change support as a result of a major billing incident that affected circa half a million customers.

 

THE CHALLENGE

  • As a result of issues arising from the implementation of a new IT system a few years previous, the company had just been hit with a £multi-million fine from the regulator and targeted with improvements as part of a consumer redress package. If these targets weren’t met, the client would have to stop all sales and advertising until they were, the results of which would be catastrophic to the business.
  • To ensure this didn’t happen, a major transformation programme was signed off by the Board and a senior-level interim consultant sought to lead a programme.

 

THE SOLUTION

  • Tasked with helping the business deliver on the regulators improvement plan and to work towards a new company vision, that of being a digital-first and data-driven business, our consultant had to understand the root cause and story relating to the nature of the customer issues / concerns, why they were being made and at what stage they were being dealt with.
  • Following this deep dive, they proceeded to scope a programme of work with a targeted focus on ensuring that the business was set up to deliver consistent, timely, accurate reporting with clear calls to action based upon a single version of the truth.
  • In addition, they engaged with senior managers across the business, as well as Tier 2 reporting lines, putting directives in place to encourage them to collate and feed MI back into strategic planning initiatives, thus creating a more pro-active approach to customer issues. Doing away with customer complaint teams entirely and moving to a model of ‘foresight’ working as opposed to a ‘hindsight’ working was the end goal.

 

CAPABILITIES WE DELIVERED

  • Through the hire of an Interim Director of MI Transformation, the client was able to make significant steps forward in relation to their targeted improvement plan.
  • With a track record in turnaround and restructuring, our Partner was able to instantly understand the problems / issues facing the client and deliver a skillset that could define the problem statement, execute delivery and hand off to the business.

 

To find out more about the services we offer across consulting, from advisory, resource augmentation, interim to managed services please get in touch with one of our team.

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