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Case Study: How Our Customer Care Team Went Above And Beyond For A Healthcare Facility

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At BP Consulting, we pride ourselves on delivering exceptional customer service, especially when it comes to complex energy issues. This case study highlights how our dedicated customer care team went the extra mile to resolve a series of challenges for a healthcare facility, ensuring their energy supply remained reliable and accurate.

The Challenge:

Our client, a care home, contacted us with multiple concerns regarding their energy bills and meter readings. They suspected inaccuracies due to a mismatch between their meter readings and the assumed meter type. Further complicating matters, an unauthorised energy broker had added their contact details to the care home’s supplier portal.

Medical stethoscope twisted in heart shape representing customer care.

Our Approach:

Our customer care team immediately took ownership of the situation and implemented a multi-faceted approach:

  • Full Bill Validation

    We meticulously reviewed the client’s bills and meter readings. Our investigation revealed a discrepancy between the meter type recorded by the supplier and the actual meter installed at the property. We liaised with the meter operator (MOP) and uncovered a past appointment where the meter had been upgraded to a 3-rate meter, but the manual programming hadn't been updated. To resolve this, we arranged for a MOP engineer to visit the site, confirm the meter type, and validate the readings. This crucial step provided the necessary evidence to challenge the supplier's initial refusal to reconcile the readings.

  • Supplier Liaison

    We acted as a persistent advocate for the client, engaging with the supplier to reconcile the readings and push for the necessary meter reprogramming. Recognising the urgency, we leveraged our industry expertise to expedite the process. This involved persistent communication – communication which the client would have spent significant amounts of time on. However, by using BP Consulting, we were able to negate the time costs for the client.

  • Unauthorised Broker Access

    We swiftly addressed the unauthorised broker access by confirming with the client that this was against their wishes. We then contacted the supplier and had the broker's details removed from the portal within the same day. To prevent further unauthorised changes, we implemented monitoring measures to ensure the care home retained control of their account.

  • Customer-Centric Approach

    Throughout the entire process, we prioritised the client’s needs and timelines. We maintained consistent communication, providing updates and chasing progress whenever possible. Our team ensured minimal disruption to the client’s operations while resolving these complex issues.

The Outcome:

Through proactive communication, diligent investigation, and persistent advocacy, our customer care team successfully:
  • Corrected the meter type mismatch.
  • Reconciled the disputed energy bills.
  • Ensured accurate meter readings and billing going forward.
  • Removed unauthorised broker access.
  • Provided peace of mind and saved the client valuable time and resources.

This case study exemplifies our commitment to providing exceptional customer care. We understand the critical role energy plays in healthcare settings, and we’re dedicated to ensuring our clients receive the reliable and cost-effective service they deserve.

If you’re organisation could benefit from a helping hand with your energy management, utilise our services today. Our dedicated team are just a click away!

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