Case Study: British Gas achieves £600K+ annual cost savings and improved service & engagement with Alvaria Workforce (Alvaria)

Alvaria™ Workforce helps build an integrated resource strategy

British Gas Services (BGS) is the UK’s largest domestic central heating and gas appliance installation business, with more than 8,000 engineers and a contact center of 1,690 staff handling over 3.4 million customers. Planners were bogged down by exceptions, holiday management and manual scheduling, which contributed to performance and attrition problems and hindered forward planning.

BGS upgraded to Alvaria Workforce and added the Perform and Empower modules, paired with training and self‑service for agents and team managers. The changes improved real‑time adherence and productivity, enabled flexible working, reduced the local planning team from 40 to 28 (saving £252,000 annually) and delivered over £600,000 in total annual savings; employee engagement rose and attrition fell by 21%.

British Gas

Paul Milloy

National Resource Planning Manager