Partners of British Gas provided feedback that the portal used was making it difficult to do business. In response, we looked further into the procedure and took action.
What has made this project so different and so successful from previous projects was that the partner – the customer, was at the heart of every decision.
The large-scale adjustment was no easy task, so we delivered the change in an agile way with a schedule of small chunks of delivery every 3 or 4 weeks.
The portal was integrated with the billing engine to speed up the processing of contracts and improve the accuracy of the data provided. This means that partners, with a valid Letter of Authority, are also able to access customer bills and other features to enable them to better service their customer.
The old portal was too difficult to use, so thinking like one of our partners, we fully understood the process and what it meant to make this significantly easier.
The new portal features dashboards, so that partners can access their performance information and have detailed discussions with their BDM to drive mutually beneficial relationships.
The upgrade is not fully complete yet, however feedback confirms that partners are very pleased with the developments so far – watch this space!
Testimonials from Partners:
“The new portal is light years ahead of any other suppliers portals we work with. If only you could see other suppliers portals, you’d see how far ahead British Gas are.”
“It’s new and different. Automating pricing validations is very useful and it’s great that we now have the visible SLAs.”
“The feed view in the new cases module is just what we wanted. It was very time consuming to open each and every comment to respond. The new view is just perfect.”