“The Rockstead consultative approach was one that resonated well with senior management and staff and helped us improve our culture internally.”
Utilities company sought audits of risk assessment policies
The challenge
The client wished to improve its customer contact strategy to reduce formal complaints and improve its reputation
Our approach
- We reviewed a sample of underwriting assessments
- We compared decisions against risk policy
- We reviewed complaints responses and timelines
Our delivery
- We recommended underwriting assessment improvements to minimize risk
- We re-wrote the complaints process to reduce response times to less than 21 days (from 40+)
- We improved training schemes to educate staff on customer service expectation