How British Gas leveraged Quadient Customer Journey Mapping to transform utilities for the 21st Century

British Gas case study

In the UK utilities industry, increasing commoditization of utilities is pushing British Gas – UK’s largest energy provider – to strengthen their business by evolving into a home services provider and to enhance overall customer experience via optimized, seamless and satisfying customer journeys. British Gas chose to integrate Quadient® Customer Journey Mapping (CJM) to extend the power of Quadient’s omnichannel communication platform, Quadient Inspire. The result is a versatile, personalized and consistent business process that improves customer satisfaction.

"The utilities industry is going through a transformative period. We’re not only seeing an ongoing shift away from fossil fuels towards renewables, but a greater consumer awareness of that fact. As utilities themselves become highly commoditized, providers need to focus on the additional services we can offer customers, and how to provide the best possible customer experience at all times across all of our offerings. We knew that understanding customers’ journeys and the pain points they face, and addressing those directly, would be essential to giving our customers the proactive and personalized experience they expect and deserve, and ensuring their entire journey with British Gas is stress-free.”
- Adam Firbank, Journey Practice Lead Customer Communications, British Gas

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