The Business Impact
The app has significantly impacted digital customer journeys across the enterprise with more than 55 percent of all customer interactions now made through digital channels, and call volumes dropping by 4.3m, or 15%. As of March 2020 the app has more than 2m downloads. What’s more, the Energy Saving Trust Group heralded the app as a “standout” and “arguably the best of the energy supplier apps.”
The British Gas teams, coached by Publicis Sapient to develop an agile delivery mind-set, continue to build on the app’s success by applying the agile learnings to their broader digital transformation.