The imperative for change
British Gas has a 200-year heritage as a trusted brand providing in-home repair and maintenance services, insurance and smart connected home solutions alongside gas and electricity. But the U.K.’s residential energy market is radically changing. Digitally native entrants are challenging large, traditional energy players, while the U.K. government’s default tariff cap impacts margins. The imperative is clear—transform the customer experience, simplify journeys and enable digital technologies to drive efficiency, choice and new products and services.
The transformative solution
Publicis Sapient and Centrica formed dedicated, integrated teams with key experts from across the UK Home business—SAP, billing, home service, smart data, connected home and marketing. The teams worked to optimize the existing agile capability by focusing key service design sprints on the customer, challenging existing processes and addressing more than 200 pain points. They explored not only the way users engaged but also how they engaged.
In just 82 days the cross-discipline teams delivered a minimum viable product (MVP) of the new customer app. On a monthly basis, the teams rolled out new updates, including a two-click tariff change, Apple and Google Pay (a first for an app in the U.K. energy market), real-time 10-second smart meter data visualization and home-boiler service appointment booking and management.