British Gas is the UK’s leading energy and home services provider, serving 12 million households. Its ambition is to move from being a transactional utility to a trusted brand. Over the last 5 years, Rufus Leonard has worked with them to create the vision and the relevant services that would enable this shift to happen.
Rufus Leonard worked with British Gas to bring the vision to life with an emotive film to inspire and guide the business. The agency then set about designing a pipeline of services that would enable this to happen. The team helped create EnergySmart – a free, online service that lets customers manage their energy usage and payments with bill alerts and personalised usage charts. Based on the needs of millennial house-sharers they created an entirely new service sub-brand called ME Mobile Energy.
The next step was for Rufus to create a Salesforce-based tablet tool for the engineers. This enabled engineers to deliver better customer experience. The team has applied the same market leading UX thinking to the British Gas consumer and business websites.
One million customers are now using energy smart, with a 15 per cent increase in customer satisfaction scores and £3m incremental revenue increase.
“We wanted to ensure our new offering made a genuine difference to our customers. If the feature didn’t make a significant difference to our customers’ lives then it didn’t go in.”
Phil Kohler, Director of Products and Propositions