British Gas digital triage
A digital triage service, launched in 2020, that lets British Gas customers in financial difficulty pay or arrange a plan without speaking to an agent.
British Gas digital triage
A digital triage service, launched in 2020, that lets British Gas customers in financial difficulty pay or arrange a plan without speaking to an agent.
British Gas
Customers who fall behind on their energy bills often put off getting in touch, and a phone call about money is hard to make. British Gas wanted to give these customers a simple, private way to act: to pay, or to explain why they could not, and to be offered the right help. It needed to feel like British Gas, capture each customer's circumstances consistently, and feed straight back into British Gas systems.
We built a digital triage journey on a subdomain of the British Gas website, so it looked and felt like British Gas. Customers reach it through personalised links sent by SMS and email, and directly from the British Gas website when they are in financial difficulty. Because each link is personalised, a simple identity check, typically a postcode, is enough. Customers then choose to pay their bill or work out why they cannot pay.
1. A personalised link arrives by SMS or email, or the customer starts from the British Gas website.
2. A simple identity check, typically a postcode.
3. The customer chooses to pay the bill, or to work out why they cannot pay.
4. A decision tree captures their financial circumstances and any vulnerability, for example the main bill payer losing their job or being in ill health.
5. The customer completes a payment or agrees a plan.
6. All the information is fed directly back into British Gas systems.
- ✓ContactSMS with a personalised link
- ✓VerifyIdentity verified without a login
- ✓AssessCircumstances and support needs captured step by step
- ✓PayAffordable arrangement agreed and first payment made
- ✓RouteOption to speak to an adviser offered
- ✓IntegrateArrangement written back to billing
- ✓ReportAffordability and support evidenced
- ✓ContactSMS with a personalised link
- ✓VerifyIdentity verified without a login
- ✓AssessCircumstances and support needs captured step by step
- ✓PayAffordable arrangement agreed and first payment made
- ✓RouteOption to speak to an adviser offered
- ✓IntegrateArrangement written back to billing
- ✓ReportAffordability and support evidenced
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We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.