Case Study: a leading UK-based home and energy care provider achieves major cost and efficiency gains with EXL's digital transformation

Leading UK-Based Home And Energy Care Provider - Customer Case Study

EXL worked with a leading UK-based home and energy care provider facing rising customer churn, growing complaints, significant cost pressure, and increasing debt. The company had lost 1.8 million customers since 2015, recorded 618,000 complaints in 2019, and posted a £1.1 billion pretax loss, prompting a need for major operational and customer experience improvement.

EXL implemented an end-to-end digital and analytics transformation using tools such as its Management Information Assistant, Digital Command Center, robotics automation, and advanced analytics for sentiment, predictive modeling, and debt management. EXL deployed 150+ bots, introduced agile cross-functional working, and built models for better customer actions and collections, delivering £23M+ in OPEX reduction, £25M+ in business benefit, and £17M+ in savings from FTE reduction, with OPEX benefits achieved in two years versus a three-year target.