Case Study: a retail energy supplier increases efficiency and cuts costs with Bill Gosling Outsourcing

Retail Energy Supplier - Customer Case Study

The customer, a retail energy supplier, was experiencing rapid growth but lacked the internal resources and infrastructure to develop effective end-to-end customer communication strategies for sales, care, and collections. They partnered with Bill Gosling Outsourcing to implement a scalable solution that would improve efficiency, reduce operating costs, and maintain a customer-first experience.

Bill Gosling Outsourcing provided a comprehensive solution featuring technology-based outbound IVR for payment reminders and a dedicated team of agents for collections and other campaigns. Their consultative approach helped streamline communications, which reduced average call handle times. The results were significant, including an 87% increase in collections against a 20% customer growth and the elimination of 12,000 annual chat sessions, saving 13 minutes per customer call while improving satisfaction.