Supporting operations management by developing metrics and reporting tools to drive organisational and cultural transformation

As Britain’s greenest energy supplier, Ecotricity are on a mission to replace fossil fuels with green energy.  miPerform worked with them on a new leadership programme to give more accountability and information to agents and take pressure off managers. They wanted to get to a position of ‘no surprises’ for all performers, and coming out of Covid into an energy crisis, it was important to make any adaptations fast.

The Challenge

• Data from suppliers centred around the manager, not the performer.
• Reporting was focused on the wrong metrics to drive the new leadership principles.
• Limited ability of reporting metrics to allow instant intervention.
• Agents didn’t have the right data available to them. They still relied on managers to give them insight into their performance.

The Solution

• Ecotricity wanted a platform that delivered a balanced scorecard of metrics, enabling a full 360 degree view of performance.
• Ability to introduce OTE to workforce.
• Provide the right operational agility to introduce new solutions for customers, including online chat.
• Build the solution, support and structure around operations.
• No big IT budget or resource required to implement.

Outcome

• All levels of organisation have benefited from skills development
• Incentivised and motivated workforce
• Better customer service delivered more efficiently
• Moved from the bottom of the Citizens Advice Bureau league tables to the top quartile
• Simplified processes and saved management time
• Engagement and ownership is high amongst employees

‍