Case Study: ENGIE achieves 18% improved response rates and £515k cost savings with IFS intelligent desktop solution

Flexible help desk solution to improve response rates

Balfour Beatty Workplace, following its merger with Cofely (now part of ENGIE), set up a National Operations Centre to centralize helpdesk, planning and customer contacts across multiple client accounts. The challenge was to replace a fragmented contact-centre setup with a tailored, easy-to-use solution that would simplify workflows, upskill agents and give them end-to-end accountability without costly bespoke development.

Working with IFS, the company deployed a unified intelligent desktop that integrates contact handling, CRM, asset data, SLA-driven scripts and planning tools so agents manage each client from a single screen. The change automated workflows, sped job allocation and handover to planners, and improved service KPIs — delivering an 18% improvement in response rates within six months, a 25% cut in rectification payments, a 28% uplift in planned maintenance SLAs and £515k in savings in nine months.

Engie

Lee Dobbins

General Manager