Case Study: Leading UK Energy Provider achieves zero customer complaints and higher customer satisfaction with Cyara

Cyara Helps Eliminate Customer Complaints and Deliver Exceptional Service

A leading "Big 6" UK retail energy provider that treats customer experience as a competitive differentiator ran into major problems after migrating to a new CRM and telephony platform. The migration caused dropped calls, IVR and dialler failures and a spike in customer complaints, while existing monitoring tools and agent-side checks failed to surface the issues, forcing staff to perform tedious hourly manual call checks.

The company deployed Cyara Pulse for automated, 24/7 testing, call recording and alerting — starting with a test that dials every three minutes to validate roughly 80% of customer journeys and expanded to continuous campaigns and a command-console display. As a result, customer-reported system issues fell to zero, customer satisfaction rose to the second-highest in industry surveys, and the need for manual IVR checks was eliminated.