Centrica

Serving customers more efficiently and reducing costs.

How Centrica embraced digital channels to deliver a better customer experience.

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Contents

Challenge

With over 9 million customers, Centrica was handling a high volume of inbound calls every day—leading to long wait times.

Solution

With Webex Centrica enabled a seamless shift from voice to digital channels like SMS and WhatsApp without loss of context.

Results

5% of customers now choose WhatsApp, and digital users report high satisfaction, with NPS scores reaching as high as +60.

Delivering smarter service at lower cost

Centrica uses Webex to enhance customer experience while driving operational efficiency.

Driving cost savings

By offering digital channels, Centrica has reduced inbound call volumes.

Improved satisfaction

NPS scores for WhatsApp users reached +60 for key service teams.

Meeting customer demand

As a scalable solution Centrica is planning to expand its use across more touchpoints to meet customer demand.

Webex’s solution using WhatsApp has been a game-changer for our service operations and it’s great to hear positive feedback from our customers and agents who are using the service. We look forward to providing greater opportunities for our customers to chat with us on WhatsApp and serving them on this channel.

Adam Waite, Head of Digital Conversations and AI at British Gas, British Gas

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Serving customers more efficiently and reducing costs.

Giving customers a choice in how they want to be served