Case Study: Major UK Energy Company achieves 30% productivity improvement and reduced overtime with Verint Systems' Work Manager

Major UK Energy Company - Customer Case Study

Major UK Energy Company serving 6.5 million households and businesses with more than 10,000 staff launched a Customer Transformation Programme to improve customer experience, reduce cost-to-serve, and become a top-ranked utility. A key challenge was inefficient back-office workflows and lack of real-time visibility for managers to monitor productivity, clear backlogs, and meet SLAs.

The company implemented Verint Work Manager and Verint Principles of Operational Management to provide strategic planning and forecasting, real-time work management, and reporting/analytics alongside coaching in best-practice operations. The solution enabled better workload visibility, multi‑skilling and resource sharing, faster turnaround (e.g., 2.1 days vs. 4 days in one department), a 30% productivity gain (vs. a 20% target) and a substantial reduction in overtime, improving both operational efficiency and customer experience.