Client Context

A major UK energy provider was preparing for the winter period, a time historically associated with a sharp increase in customer contacts due to heating and hot water breakdowns. Engineer capacity was under significant pressure, leading to long wait times, missed appointments, and increased customer dissatisfaction.

A new remote diagnostic and resolution tool had been introduced to support frontline teams, but adoption was inconsistent, and customers were often hesitant to attempt fixes themselves.

The Challenge

The organisation needed to:

• Reduce reliance on engineer visits during peak demand

• Improve speed of resolution for heating-related issues

• Protect vulnerable customers during cold weather

• Maintain service quality despite rising call volumes

• Support advisors in confidently using remote resolution tools

Failure to act would have resulted in higher complaint volumes, operational overload, and increased service risk during winter.

ClearPath’s Approach

ClearPath focused on behavioural change, customer communication, and operational optimisation, ensuring the solution worked in real-life service conditions.

1. Improving Remote Fix Adoption

• Embedded structured guidance for advisors to confidently lead customers through safe remote fixes

• Positioned remote resolution as a customer-first solution, not a cost-saving measure

2. Adapting Communication for Vulnerable Customers

• Used empathetic, step-by-step communication tailored to elderly and less tech-confident customers

• Ensured customers felt supported, safe, and in control throughout the process

3. Operational Feedback & Optimisation

• Provided frontline feedback to operational and technology teams to refine tool usability

• Highlighted common failure points and opportunities for simplification

Results Achieved

During the winter period, the following outcomes were achieved:

• Significant reduction in engineer appointment demand, easing pressure on field resources

• Faster resolution times, with many issues resolved during the initial customer interaction

• Improved customer satisfaction scores, despite longer average call handling times

• Reduction in complaints linked to delayed or missed engineer visits

• Recognition as a top-performing advisor for successful remote resolutions during peak season

Impact

This initiative improved winter service resilience, reduced operational strain, and ensured customers — including vulnerable households — received faster support during critical periods. The approach demonstrated that well-supported remote resolution can improve both efficiency and customer experience.

Key Takeaway

Effective operational optimisation succeeds when tools, processes, and human behaviour are aligned.