Shell Energy Retail Limited has been named one of the top broadband providers with the lowest reports of complaints as a result of the Godel Telco Support initiative.

As the UK’s communications regulator, OFCOM receives customer complaints about their landline, fixed broadband, pay-monthly mobile and pay-TV services. In a recent OFCOM report, Shell Energy Retail’s score places them amongst the companies with the smallest number of complaints.

The fantastic outcome has been a result of the Telco Support initiative developed by long-term partnership, Godel Technologies. What began with an overhaul of different requests, the teams gathered to address the challenge which led to the idea of the Telco Support initiative. The concept was to forward all non-development-related platform requests to a shared email, accessible to the entire team. One developer would take on support duties for a week. This allowed the team to redistribute the flow of requests between the two teams and allocate one developer whose primary task was Telco Support.

James Dowling, Telco Delivery Lead at Shell Energy explains the positive collaboration between Godel and Shell Energy Retail and the success it has brought. “Shell Energy Retail Limited (SERL) has been on a transformation journey for the broadband business and Godel’s journey of Telco support has contributed to our success in various ways.

In terms of requirements, we asked Godel to create an enhanced L3 capacity to focus on resolving aged customer issues, as well as responding to customer feedback on our website. Godel was able to scale to SERL’s need to re-align developer resources with increased customer volume to deliver improved services (including bringing in Front-End developer and ADC capability into Telco for the first time).”

James continues. “Godel’s ADC went away with the team to create an internal process and practices solution to form a rota, ensuring team reserved time, and was able to report back on progress and issues resolved using Jira. This helped to resolve a number of aged tickets, and more importantly, allowed a direct path between customer-facing roles and the technology team to ensure customer-impacting issues had a direct and rapid escalation mechanism. This was key to the team building relationships with the service delivery managers and improving customer service.”

Following a review to see how the support system was functioning, members from SERL were included on the support team who could assist with administrative requests or help better understand SERL processes. The feedback and results were immediately available to the team. Aged tickets previously resulted in the most OFCOM complaints, so targeting these helped take the pressure off the organisation and call centre agents.

“I am delighted to see the Telco Support initiative result in such a positive score from Ofcom. I believe a huge factor in our result has come down to Godel’s combination of the ability to rapidly scale, onboard, and bring a diverse range of skills and experiences which has helped SERL to achieve its goals of improving our OFCOM customer complaints ranking.” Said James.