‘You have a issue. You call a call center. They do first triage and put you on hold and make you wait in a queue for specialist to resolve or even worse ask you to call some other number’. Sounds familiar!
Business Operations and support have been traditionally built around levels of support with first level of support focused on ‘catch and dispatch’.
However, a modern digitally born Utilities company has challenged the status quo and has put specialist in
front line to go beyond resolution to provide specialist advice to its customers.
Octopus energy which is a leading retailer in UK, has created a customer focused operating model which has been unheard of in utilities operations.
Instead of a typical customer support line, they operate using a specialist Digital Energy specialist who provide personalized advice to customers on energy choice, plans and early intervention on their usage pattern. Instead of selling plan, their expert advise model has helped them to win customers and convert customers who never took energy advice seriously.
Boundaryless Thinking triggers
A sense of individuality, to then tailor a service around different lifestyles
| I would like to apply boundaryless thinking | |
| with ideas on | design product, enhance customer experience |
| which can be applied in | customer service, business model, service delivery model |
| in areas like | Government, Healthcare, Retail |
Reference
https://octopus.energy
