Case Study: National Grid achieves empowered complaints handling and improved customer resolution with Keytree

National Grid - Customer Case Study

National Grid’s Complaints Team, led by Complaints Manager Jo Giles, needed better tools to help staff handle customer issues more effectively and deliver a more personal service. They engaged Keytree to design and implement a complaints-management solution to give agents the right tools for the job.

Keytree delivered a tailored complaints handling system that streamlined workflows and equipped the team to “bring their personality to work,” enabling better listening and problem-solving—staff say they “love the system.” The outcome was an empowered complaints team, faster and more empathetic customer interactions, and improved resolution handling, with Keytree’s platform credited by National Grid for transforming the team’s approach (no specific metrics were provided).

National Grid

Jo Giles

Complaints Manager