Case Study: EDF Energy achieves 60–70% self‑service and faster tariff renewals with Content Guru's storm platform

EDF Energy - Customer Case Study

EDF Energy, one of the UK’s largest gas and electricity suppliers with around 6 million accounts, faced high demand across its contact centre and struggled to deliver a consistent, rapid multi‑channel customer experience for queries from insulation to price changes. To address this, EDF Energy partnered with Content Guru and deployed the storm® automated contact centre (including storm VIEW).

Content Guru delivered the storm solution end‑to‑end in under a month, introducing automated tariff renewals and storm VIEW reporting. The implementation enabled 60–70% of customers to self‑service renewals, cut average contact time to 2 minutes, reduced total handling time by 11–16 minutes, sped back‑office tariff updates to about 2 minutes on average, freed agents for complex cases, and was projected to save 280,000 hours across 2015.

EDF Energy