Scaling customer service and a consistent experience across 800,000 homes is a mammoth task. Russell and his team put their heads together to think of strategies to reduce call waiting times and to help those that can help themselves get speedy service at their fingertips by utilising their app as a self-service tool. The tool was built with data from call centres to measure customers’ FAQ’s so that waiting times for those who need service from a human could be reduced, creating a better CX for all. The next step now is to educate ‘legacy’ customers through transparent communications as to how and why self-service is the way to go when interacting with your energy provider. Join this session to get insights from one of the largest energy providers in the UK into scaling self-service tools across extremely large customer bases whilst maintaining seamless CX for all.