Case Study: British Gas improves customer journeys with Quadient Customer Journey Mapping

British Gas improves customer satisfaction with Quadient Customer Journey Mapping

British Gas, the UK's largest energy provider, faced the challenge of increasing commoditization in the utilities industry. To strengthen its business, it sought to evolve into a home services provider and enhance the overall customer experience with seamless and satisfying customer journeys. The company partnered with vendor Quadient and implemented its Customer Journey Mapping (CJM) solution to address this.

Quadient's solution extended the power of its omnichannel communication platform, Quadient Inspire, to create a versatile, personalized, and consistent business process for British Gas. The result was a significant improvement in customer satisfaction by enabling the energy provider to understand customer pain points and deliver a more proactive and stress-free experience.

British Gas