Client Context

An energy home services division was experiencing a growing volume of customer complaints linked to cancellation charges and billing communications. Customers who amended or cancelled their service plans were often receiving multiple communications quoting different fee amounts, creating confusion, distrust, and avoidable contact.

This issue was driving repeat calls, escalated complaints, and refund requests, placing pressure on frontline teams and increasing operational cost.

The Challenge

The organisation needed to:

• Identify why customers were receiving inconsistent billing communications

• Reduce complaints and refund volumes

• Improve First Contact Resolution for cancellation-related queries

• Restore customer confidence and advisor clarity

• Fix the issue at source rather than relying on manual workarounds

The challenge was systemic and crossed multiple teams, including customer service, billing, policy, and communications.

ClearPath’s Approach

ClearPath applied a root-cause-led, cross-functional improvement approach to resolve the issue sustainably.

1. Root Cause Analysis

• Reviewed affected customer cases and communication flows

• Mapped how billing logic, policy rules, and automated communications interacted

• Identified misalignment between system triggers, advisor guidance, and customer-facing messages

2. Cross-Functional Alignment

• Engaged billing, policy, quality, and communications stakeholders

• Clarified ownership of cancellation fee logic and customer messaging

• Agreed a simplified and consistent approach to fee calculation and communication

3. Process & Communication Redesign

• Introduced a clear decision framework to ensure consistent fee application

• Reduced multiple automated messages to a single, accurate customer communication

• Updated frontline guidance to remove ambiguity and improve advisor confidence

4. Capability Uplift & Monitoring

• Delivered targeted knowledge sessions to frontline teams

• Implemented post-change monitoring to identify residual exceptions

• Used feedback loops to refine guidance and prevent regression

Results Achieved

Within six weeks of implementation:

• 40% reduction in cancellation-related complaints

• 30% decrease in refund requests driven by billing confusion

• 20% improvement in First Contact Resolution for cancellation queries

• 85% of advisors reported increased confidence when handling cancellations

• The updated process and guidance were adopted as standard practice

Impact

By fixing the root cause rather than relying on reactive handling, the organisation significantly reduced avoidable customer contact and improved trust. Advisors were empowered with clearer guidance, and customers received consistent, transparent communications.

Key Takeaway

Operational clarity and consistent communication are critical to reducing avoidable customer dissatisfaction.