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Improving efficiencies for our customers and our business

02/02 2018Posted by: npower Resourcing Team Subscribe to this blog


At npower, we’re constantly looking to the future and identifying ways we can improve our service offering to customers. In addition, we’re interested in improving efficiencies internally, ensuring we’re working in a way that makes the most sense for us as a business. One of our latest developments ticks both boxes, bringing business customers over to our SAP platform and streamlining our systems. Here’s what you need to know:

A changing energy industry

The energy industry has undergone significant changes in recent years, and it’s still one of the most dynamic and exciting industries in which you can work. The changes and developments have meant not only new opportunities for our team members, but also for our customers.

In the past, the energy industry has divided its customers into three distinct segments: domestic, small business and big business/industrial and commercial. While these three sectors may seem entirely separate from each other, over time it has emerged that there is often little differentiation between domestic customers and small business in terms of energy requirements and consumption. While our large-scale customers, such as manufacturers and retail chains, require more specialist advice and services than other customers, we’ve increasingly found that domestic and small business customers had very similar requirements. While had generic thresholds of energy usage defined the split between these sectors, we realised that these sectors typically don’t have hugely different electricity or gas requirements from each other – which is why we decided to combine them on our SAP Platform.

A better service for everyone

With similar customer needs across domestic and small business, we know that this type of customer typically wants easy access to a regular bill and the ability to pay this efficiently, either online or offline. They’re not looking for specialist account management or energy advice, which is what our big business customers demand, so it made sense for us to transition small business customers over to the same SAP service that serves our domestic customers.

In the past, we’ve had our domestic customers on one system platform and small business customers on a separate platform, which resulted in more administration and processes for our internal teams. The SAP domestic service is a more modern system that we’ve been developing over the last five years, and will give small business customers a more automated service, which will ultimately see them receive query responses, bills and communications more quickly. The integrated platform will help us deliver an even better customer service and ensures our npower customers receive a consistent experience. Both domestic and small business customers will be able to manage their entire account digitally, with paperless billing, online payments and meter reading submission, and eventually consumption tracking.

Bills for small business customers will be laid out in a more user-friendly way, while our big business customers will still receive the same dedicated service and expertise they’re accustomed to.

What it means for us

The integration brings our 4.5 million domestic customers and 200,000 business customers together, broadening our customer base and making us a bigger market player.

We’ll see economies of scale from transitioning more customers over to our SAP platform, with customers who have both a domestic and small business account being able to join these up for a more streamlined service. For us, this means fewer systems and lower IT costs, with the end goal of having an integrating home and business SAP platform and team. Currently we have consultants for each of home and business customers, but ultimately we want our team members to be able to manage both. This gives our team more scope when it comes to their roles and responsibilities, with wider-ranging positions and opportunities for progression. With both the home and business market open to those coming into the business, it’s a more expansive opportunity for our team members to learn new skills and develop.

The transition is set to be complete by June 2019, with small business customers moving on to the new platform as their contracts come to an end. During this time, we can expect to see new opportunities within the business as we continue to transform and develop along with the wider industry.

For more on our current vacancies, click here. To see more blogs on what’s happening within npower and the energy industry, click here.
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