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500,000 household visits a year
35% reduction in repeat visits to households
4% increase in lead to appointment conversion rate

Proactive conversations reducing missed appointments

ContactEngine proactively engages British Gas customers before appointments and streamlines rescheduling, reducing lost revenue and optimizing operational efficiency.

Challenge

Too many warm sales leads being missed

British Gas has a large mobile team selling new boilers to households in the UK. This team is pre-allocated a number of scheduled appointments (both physical and video call) on a daily basis, but over a third were failing due to the customer not being available, resulting in wasted heating service advisor time and lost revenue for the business.

Solution

Proactive conversation with customers about their upcoming appointment

ContactEngine proactively engages British Gas customers ahead of their Heating Services home visit to make sure customers are still available for the visit, as well as any relevant access information. If a customer is not available for a scheduled visit, not only is ContactEngine able to automatically reschedule this appointment seamlessly in the conversation, but it also identifies customers in the same area who have an appointment booked in the following days asking if they would like a visit earlier than scheduled - this bringing forward of jobs maximizes field productivity by reducing empty slots in calendars, as well as improving the customer experience.

Outcomes

A more efficient operation with improved customer and employee experience

  • 500,000 household visits a year
  • 35% reduction in repeat visits to households
  • 4% increase in lead to appointment conversion rate
  • 25% reduction in customer calls related to an appointment
David Bowring, British Gas
Working with ContactEngine and their expertise, we’ve been able to go into areas that we hadn’t anticipated - which for me, shows real value. ContactEngine has had a material impact on our operation. David Bowring, Head of Technology, British Gas
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