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CASE STUDY

British Gas

Client Overview

British Gas, the UK’s leading energy supplier with a heritage spanning over two centuries, has always been at the forefront of providing reliable services to British households

With a presence in over 10 million homes nationwide, the company’s commitment to customer satisfaction has driven continuous innovation.

One such innovation was the creation of the ‘Submit Meter Reading’ app, developed in collaboration with Evangelist Apps.

Problem Statement

  • As an energy supplier, British Gas constantly needs accurate meter readings from its customers. Inaccurate estimates based on past usage and weather conditions often resulted in billing errors and customer dissatisfaction, leading to financial difficulties for customers.
  • Additionally, the process of submitting meter readings had been cumbersome and time-consuming for customers. 

Solutions Provided

  • British Gas partnered with Evangelist Apps to develop a mobile app that would simplify the process of submitting meter readings and enhance the overall customer experience. 
  • In an astonishingly swift timeframe of just three months, the British Gas mobile app was built from the ground up, offering customers a seamless and user-friendly solution. 
Key Features :
  1. Easy Meter Reading Submission 

    The app streamlined the process of submitting meter readings, allowing customers to do so effortlessly. This significantly reduced the instances of billing inaccuracies.

  2. Mobile Torch for Clarity

    Recognising that some meters were located in dimly lit or hard-to-reach areas, the app included a mobile torch feature. 
    Customers could use their phone’s flashlight to clearly read meter readings, a widely appreciated feature. In fact, this innovation was later adopted by other energy suppliers as well.

  3. Comprehensive Account Management

    Customers could view their payment history, track energy consumption through intuitive charts, and even update their direct debit details, all within the app.
    This not only improved customer satisfaction but also reduced the burden on British Gas’s support team, leading to substantial cost savings.

Results

  • The 'Submit Meter Reading' app not only simplified a previously cumbersome process but also empowered customers to take control of their energy consumption and billing. The impact was significant:
  • Enhanced Customer Satisfaction: British Gas saw a notable increase in customer satisfaction levels due to accurate billing and the ease of managing their accounts.
  • Cost Savings: With customers able to manage their accounts independently through the app, British Gas was able to reduce its support team's workload, resulting in substantial cost savings.
  • Industry-Wide Adoption: The inclusion of the mobile torch feature set a new industry standard, with other energy suppliers following suit. 

Conclusion: ‘Submit Meter Reading' App

British Gas, in partnership with Evangelist Apps, demonstrated thought leadership by addressing a long-standing challenge in the energy industry.

The ‘Submit Meter Reading’ app not only improved customer engagement and satisfaction but also set a benchmark for innovation in the sector.