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2025 Awards Case Study: Raising the bar for customer service

Published on 12 June 2025

2025 Awards Case Study: Raising the bar for customer service

A few years ago, British Gas found itself at a crossroads. The energy market was chaotic. Prices changed often, and customers dealt with serious financial stress like never before. Millions of people were reaching out for support, trying to make sense of rising bills, government schemes, and their own energy usage. It was a perfect storm, and the pressure on British Gas’s customer service teams was immense.

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Author: Leanne McNamee

Categories: Library, Awards Case Studies

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