Improving customer service by removing the information barriers that were causing service issues

A major utility company commissioned Evaxyx to identify the causes of service issues that were encouraging customers to switch. By carrying out an audit, Evaxyx identified that actions taken by service staff to try and provide a better experience for customers were actually turning the customer into a ‘data victim’. This meant that staff would create a new record to circumvent a process and that this record wasn’t identified by other key processes attached to that customer.

As a result Evaxyx explained to staff the impact on the business, colleagues and customers of creating data victims. And, Evaxyx trained data teams to create a common language so that everyone used the same terminology for the data that related to the same entity but in different processes.

As a result of this work Evaxyx saved the client hundreds of thousands of pounds by eliminating duplications and by removing important sources of detraction.