Anonymous – Utilities   Revenue Recovery

A large utilities company identified it was losing revenue. ELT Contract Solutions were brought in to work alongside the existing change team. The goal was to identify the root cause of the leakages and implement solutions to reduce this over a 12 month period.

£26m

Solution

ELT Contract Solutions implemented an end to end business assessment across people, process and systems to identify all areas of the leakage and the estimated loss per issue area. We then worked with the client to prioritise these based on benefits and customer impact. Working with experts within the business, we identified possible solutions to eliminate / reduce the leakage and built solid business cases for approval. Once the business case was approved, ELT Contract Solutions were able to design the programme structure for robust governance and control. We split workstreams by preventative and corrective activity, customer segmentation, data cleanse, process improvements, data item automation and process automation, whilst wrapping around 70 FTE to support the manual cleansing of the customer accounts. We ran the improvements across the different workstreams in 6 weeks cycles in order to ensure the programme could track the impact of changes, along with staying aligned to wider changes happening in the business.

Result

ELT Contract Solutions recovered £26m in revenue over a 12 month period. We improved billing accuracy by cleansing over 500,000 data item mis-matches and automated processes to reduce operating costs. In addition to this, we re-engineered and re-trained processes to improve productivity and quality. Secondary benefits included improved Customer and Employee satisfaction.

Anonymous – Retail   Product Development

A fast growing online UK based retailer wanted to improve the speed in which it takes new products to market. ELT Contract Solutions were brought in to improve the existing process and use this to launch a whole new product range within a 4 month period.

£30m

Solution

ELT Contract Solutions worked with the client to define and scope the project. We built the project team (using internal resources and numerous 3rd party suppliers) and a plan to deliver the required solution. Our BA mapped the ‘As is ‘ process. We designed the ‘To be’ process using key stakeholders from across the business. The information then allowed for a gap analysis to be completed that helped identify all the actions needed to move the business to the new ways of working. The team worked to build the necessary testing, templates, automation of different process steps, defined roles and responsibilities, SLA’s and handoff points and the training and reporting to ensure process adherence. This framework could then be applied to all future product releases. To instigate the new product launch, ELT Contract Solutions worked to onboard the new 3rd party suppliers and used the process to successfully launch the new product. range.

Result

Within the 4 month timeframe, ELT Contract Solutions successfully reduced the speed to market process by 50%, implemented a seamless process and plan to implement numerous new products to transform the business and allow growth of a minimum of £30m within a 12 month period.

npower – Utilities  Office Moves

npower had identified that in order to reduce its cost to serve, conducting a site rationalisation programme was required. It was the responsibility of one of the ELT Contract Solutions Project Managers to make this happen.

£5m

Solution

Our ELT Contract Solutions Project Manager defined and implemented the required project governance. They identified and relocated over 150 business processes and set up all the required action needed for the receiving site to ensure a smooth transition of the process and customer. They  delivered all the decommissioning activities to close down the exiting site and also delivered the required people plans to c200 impacted people to align to the new targeting operating model.

Result

Our ELT Contract Solutions Project Manager implemented £5m in benefits as a result of reduced operating costs over a 3 year period. They identified an opportunity to save an additional £46k in the fulfilment workstream, a benefit over and above plan. They helped 78% of people who were made redundant to secure a job before they left, CSAT remained at 88% over the transition period and cleared a 1k backlog down to 0, prior to closing down the project.

npower – Utilities  Office Moves

npower had identified that in order to reduce its cost to serve, conducting a site rationalisation programme was required. It was the responsibility of one of the ELT Contract Solutions Project Managers to make this happen.

£800k

Solution

Our ELT Contract Solutions Project Manager defined and implemented the required project governance. They delivered all the decommissioning activities to close down the exiting site and delivered all the required people plans to c30 impacted people, to ensure the smooth transition to the new site.

Result

Our ELT Contract Solutions Project Manager relocated 30 employees to an existing site generating cost savings of £800k p.a.

npower – Utilities  Revenue Recovery

npower had acquired a 3rd party that was targeted to achieve £6.3m benefits from energy efficiency products for business customers, but was actually achieving £200k. npower needed to implement corrective action to bridge the benefits case. It was the responsibility of one of the ELT Contract Solutions Project Managers to make this happen.

£6.3m

Solution

npower put the area into special measures. Our ELT Contract Solutions Project Manager arranged for an audit to assess people, governance, technology, the service delivery model and reporting. The output was used to develop the approved recovery roadmap. The Project Manager worked with key stakeholders to re-design the TOM – TUPE’d new structure into npower contracts, streamlined the processes using lean methodology to reduced cost to serve, implemented new reporting to track productivity, quality improved the service delivery model with additional support and insight from npower to improve the sales pipeline.

Result

Our ELT Contract Solutions Project Manager ensured the £6.3m benefits case was achieved over a 3 year period.

Anonymous – Real Estate   VA Support

A well established worldwide real estate business contacted ELT Contract Solutions to support with industry research, mailbox management, schedule management, document management, presentation production, proposal production and analysis.

Solution

ELT Contract Solutions matched the right Virtual Assistant to the clients needs, providing flexible support to undertake all of the required tasks within the agreed SLA’s.

Result

ELT Contract Solutions provided a stable, high quality, low cost service to maintain the day to day running of the business admin tasks, freeing up time for the mentors to focus on delivering service excellence.

Identeq – Technology   VA Support

Identeq, a data-driven fraud prevention solutions company for the utilities industry, contacted ELT Contract Solutions to grow their on-line presence.

Solution

ELT Contract Solutions matched the right Virtual Assistant to the clients needs, providing flexible support to undertake all of the required tasks within the agreed SLA’s.

Result

ELT Contract Solutions provides a stable, high quality, low cost service to maintain the day to day running of the business admin tasks, freeing up time for the Directors to focus on business growth.

Anonymous – Utilities  Compliance and Regulatory

A new regulation was going to be introduced that changed the rules for sizing businesses based on energy consumption. The utilities company needed a process to migrate over 20k customers to a different billing platform. The client contacted ELT Contract Solutions for Project Management Support for a 3 month period.

20k

Solution

ELT Contract Solutions initial task was to understand the new compliance measure. We were then able to conduct a business impact assessment identifying all actions needed to comply. We built the business case for approval and worked with the client to define and implement the required project governance. We ring fenced the impacted customers on the existing platform, built and implemented internal and customer communication plans and built and implemented the system and migration plan. We cleansed and grouped all accounts ready for migration, project managed the testing, ran the Go / No Go, revised the operating model to accept new customers migrated into the live system (via Tranches for improved risk management) and cleared exceptions and managed the project close down activity.

Result

ELT Contract Solutions successfully migrated 20k customers to time, cost and quality ensuring regulatory compliance and each customer fully understood the new T&C’s.

npower – Utilities  Process Improvement

npower identified that more work was needed to increase the amount of customer feedback received. It was the responsibility of one of the ELT Contract Solutions Project Managers to make this happen.

4%

Solution

Our ELT Project Manager reviewed the existing customer online satisfaction survey, explored external best practice and what was needed to make the survey more customer centric . The Project Manager worked with this data and stakeholders to identify improvements. The project implemented improvements, such as, adding an incentive to complete, changing the email header and content, amending the format of the survey and reducing the amount of questions. We built and trialled the new survey vs existing and tracked open / completion rates. We built a plan to decommission the old survey and cut over to new one. The Project Manager then rolled out the improvement process to the wider business units and successfully closed down the project.

Result

Our ELT Contract Solutions Project Manager increased opening rates by 30% and increased completion rates by 39%. As a result of additional feedback, we implemented various service improvements to increase overall CSAT by 4%.

npower – Utilities   Product Development 

In order to remain competitive, npower planned to release 4 new boiler products over a 12 month period. It was the responsibility of one of the ELT Contract Solutions Project Managers to make this happen.

£800k

Solution

Our ELT Contract Solutions Project Manager defined and scoped the project. They analysed customer behaviours to understand their product needs and understood the expected business plan targets. They built the project team, agreed and implemented the product development plan and agreed and implemented the product delivery plan. They also built the MI to track performance and successfully implemented x4 new products to drive customer growth and increase customer retention.

Result

Our ELT Contract Solutions Project Manager increased revenue by c£800k p/a and improved retention rates by 38%.

anonymous –  Construction   Process Improvement

One of the largest domestic property developers in the UK identified the need to streamline its subcontractor processes to reduce costs and improve efficiency. They had started implementation but it was off plan, they contacted ELT Contract Solutions for Project Management support.

£250k

Solution

ELT Contract Solutions defined the project and required workstreams, we revised the project team and revised the project plans (including business readiness and adoption plan). One of the priorities was the Risk and Issue mitigation to bring the project back on plan. Whilst doing this, we also built the transition plans, MI and communication material. We documented the ‘as is’ platform, the ‘To be’ and design documents, capturing functional and non-functional requirements. We project managed all the IT changes being driven by both internal and external companies and completed full environment testing. We produced all the training material ready for use and managed the configuration and cutover into live. We handed back to the wider programme for full UK deployment.

Result

In 3 months, ELT Contact Solutions ensured the client had the new systems, processes and controls to successfully migrate 90% of sub-contractors across 27 divisions to the new fully HMRC complaint self-billing process, reducing in house costs by c£250k p/a.

Anonymous – Utilities   Outsourcing

A large utilities company identified the need to create additional capacity in order to reduce a number of backlogs and stabilise the business. They contacted ELT Contract Solutions for Project Manager support.

35%

Solution

ELT Contract Solutions defined and implemented the project governance. We worked with a UK 3rd party to outsource all the front office processes (Telephony and Systems). This included tasks such as recruitment and training, implementing new performance reporting, capacity planning and contracts / performance management of 3rd parties. This freed up 96 FTE to support in backlog clearance plans. ELT Contract solutions carried out all business readiness activities to project manage and track down a backlog of 100k activities to BAU levels, whilst putting robust control measures in place to reduce the risk of further backlog in the future. ELT Contract Solutions also built and handed over plans to bring the front office processes back inhouse for when the client was ready to do so.

Result

ELT Contract Solutions created capacity of 96 FTE to clear a 100k backlog within a 6 month period, therefore stabilising the business to meet the needs of its customers. Outsourcing gave a secondary benefit of an improved abandonment rate from 45% down to 10% within a 3 month period.

Don Bur – Manufacturing   Process Automation

Don Bur run a process to consolidate their performance for clients each month. This process was manual and could take up to 5 days to complete. They contacted ELT Contract Solutions to understand if any element of the process could be automated.

80%

Solution

ELT Contract Solutions set up a session with the client to view the current process and gather / agree requirements for the new solution. The client was presented with different solutions to tackle the problem and selected their preference. The ELT Contract Solutions MI Analyst consolidated over 15 different reports into 1 workbook. All information was verified for errors. All historic data was loaded and verified. The input sheets produced and quality controls / automation built into the summary data sheet. Solutions were then shared for testing. Final configurations implemented and sign off received ready for live implementation. Training completed and user guides handed over for future use. Over and above, ELT Contract Solutions delivered additional functionality to automate the production of the PowerPoint presentation with 1 click action.

Result

By ELT Contract Solutions automating this process, it gave an 80% uplift in productivity and improved data quality as a result of removing the manual inputs.

Don Bur – Manufacturing   Process Automation

Don Bur were using an online application to manage future MOT bookings . They were concerned around the longevity of this application and contacted ELT Contract Solutions to provide an alternative enduring solution.

Solution

ELT Contract Solutions set up a session with the client to view the current process and gather / agree requirements for the new solution. The client was presented with different solutions to tackle the problem and selected their preference. The ELT Contract Solutions MI Analyst built the new functionality within excel to automate and replicate the existing process. The new functionality was tested by the client and signed off / implemented. Training with the client was completed and user instructions handed over for future reference.

Result

ELT Contract Solutions delivered to time, cost and quality, delivering in-house capability and removing the application risk along with adding additional functionality to improve the overall efficiency of the process.

Healthcare at home – Healthcare   Compliance and Regulatory

A major healthcare company needed to ensure it was GDPR compliant across all of its European and UK sites covering patient, employee and other personal data captured. They contacted ELT Contract Solutions to project manage this within a 10 month period.

Solution

ELT Contract Solutions worked with key stakeholders, internally and externally, to conduct a compliance gap assessment and build a robust risk assessed programme of work which corelated to the GDPR regulation and the 12 ICO compliance steps. (11 workstream plan). ELT Contact Solutions built the required programme governance and rigor to successfully manage the programme of work with clear lines of accountability into the Legal and Regulatory business functions. We managed remote teams across Europe to implement and track the GDPR implementation. In order to fully assure the programme throughout, we used a 3rd party to confirm the solution would achieve the required compliance measure. Once the teams were hitting the necessary exit KPI’s, ELT Contract Solutions closed down the programme for BAU to take ownership.

Result

ELT Contract Solutions implemented the programme to time cost and quality, therefore avoiding fines of up to 20 million Euros or 4% of annual turnover, damage to brand, reputation and the ability to retain and win business.

Maid in the UK – Cleaning  VA Support

Maid in the UK required admin support. They contacted ELT Contact Solutions for support in the following areas: admin – on board new clients, admin – on board new cleaners,  cleaner schedule management, trouble shoot client / cleaner queries, call taking and mailbox management.

Solution

ELT Contract Solutions matched the right Virtual Assistant to the clients needs, providing flexible support to undertake all of the required tasks within the agreed SLA’s.

Result

ELT Contract Solutions provides a stable, high quality, low cost service to maintain the day to day running of the business admin tasks, freeing up time for the Director to focus on business growth.

Real Talk Mentors – Charitable  VA Support

Real Talk Mentors CIC are a charity that require low cost admin support in order to run their high quality service. They contacted ELT Contract Solutions to provide the following: drafting presentations, social media management, mailbox management and schedule management.

Solution

ELT Contract Solutions matched the right Virtual Assistant to the clients needs, providing flexible support to undertake all of the required tasks within the agreed SLA’s.

Result

ELT Contract Solutions provides a stable, high quality, low cost service to maintain the day to day running of the business admin tasks, freeing up time for the mentors to focus on delivering service excellence.

HERE’S WHAT OUR CLIENTS SAY ABOUT US

  • Emma has always been very thorough in anything she puts her mind too. She has overseen a large project at the company and her attention to detail has been great. She has driven performance via project managers and the operations and has been successful in doing so. Her ability to ask the right questions and challenge is great. Personally, she is a pleasure to deal with, very friendly and approachable

    Neil Hanton

  • My experience of working with ELT has been exceptional. ELT approach all situations with a professional yet friendly approach to deliver for the client whilst bringing everyone on the journey, offering the right support and encouragement. Communication is always excellent, with clear and concise reporting and regular updates. ELT are extremely knowledgeable and always show enthusiasm to understand the business and specific business needs.

    Sarah Newman

  • Extremely professional, organised and overall a 5* star service. Would highly recommend!

    Claire Lovelock

  • When working with Emma previously I have nothing but positive feedback to give, nothing is too much and the quality of the service is second to none Communication was always brilliant and in a professional but friendly approach Would highly recommend to anyone

    James Humphreys

  • I had the pleasure of working with ELT Contract Solutions delivering projects within the utility and service industry and found their service very professional and thorough. Their attention to detail was fantastic, and helped priortise our work stream to Project Manage a variety of projects covering collection of debt, service delivery improvements and technical system enhancements through to delivery. I would not hesitate to utilise their service again in the near future and without doubt would recommend their services to any business needing such support.

    Gareth Martin

  • Emma Termine is an incredibly competent Project Manager. The organisation, structure & direction that Emma brings to every project she manages has been instrumental towards achieving success. I have worked with Emma for around 2 years and have always found Emma to be a very professional individual and highly credible leader who brings a wealth of experience and skill.

    Sarah Fairhurst

  • Brilliant experience working with ELT. Professional throughout and fantastically capable even in more challenging circumstances. Genuinely a cut above the rest. Highly recommended.

    Hannah Evans

  • I have worked along side ELT Contract Solutions for approx. 12 months. Emma is exceptionally professional out provides an outstanding service with a personal touch and is a pleasure to work with.

    Daniel Griffiths

  • I had the pleasure of working with Emma over an 18 month period at Water Plus as she led a large scale data quality improvement programme. The work was highly technical and multi-track, requiring a difficult mix of intellectual, analytical understanding of water retail data processes, database analytics, value based prioritisation of work and management of operational remedial activity. All with multiple stakeholders. Emma managed all this to a very high standard, and to the point she became a mix of subject matter expert and programme lead. Her work ethic, ability to assimilate data and bring order to a complex situation is first rate. She also managed and reported the programme to a very high standard and I have no hesitation in recommending her.

    Phil Scholes

  • I have worked alongside ELT Contract Solutions on many complex projects across the Gas/Electric and Water Industry over several years. The project management was exceptional, efficient and always delivered no matter what challenges were faced. Highly professional, with the capacity to manage multiple workstreams, ensuring stakeholders were kept informed, milestones were always met and projects were completed on time. I would highly recommend their services to any company that requires experienced and dedicated project management services.

    Dave Beardmore

  • I have previously worked with ELT and she was a breath of fresh air! So prepared and I knew exactly what she expected from me, we worked great as a team and achieved great success! Her ability to adapt and change regarding the work type was amazing and having someone so focused and driven to work alongside was a huge bonus for me! I learnt a lot and gained skills I have been able to continue to use! 100% recommend

    Chanel Palmer

  • I have worked with Emma in the utilities industry and have nothing but positive things to say. Very professional service delivering.

    Dave Massey

  • Worked with Emma for many years and was an absolute pleasure. Very hard working and always aligns projects and working practices to ensure a great balance between customer needs and business profitability. Definitely a service recommended. You won’t be disappointed.

    Marc Innes

  • Loved working with Emma over the last year. She is really knowledgeable, has a calm and organised approach and she effectively communicates throughout her project delivery.

    Claire Holding

  • Emma has an exceptional work ethic with both a professional and personable approach to project / programme management. There is a methodical and sensible application of both structure and governance that Emma brings to the projects she manages, qualities that helped turn around what i'm sure would've been a project delivering very little into one that delivered huge value to the business!

    Stuart Mason

  • Emma is a positive person who is extremely good at getting the best out of the people associated to the project she is assigned too, focused and driven to ensure any tasks are on track and completed on time. I would cherish the opportunity of working with Emma again and believe she and her team would be a great asset for any future projects

    Paul Williams

  • Working with Emma was an absolute pleasure .... an effective leader and influencer, who is thorough and tenacious and sorts chaos into order.

    April Woodward

  • Emma is a highly professional leader with very strong project management skills .She is detail-orientated in managing many complex cross-company issues, within a dynamic and fast paced environment. Emma is agile, adaptive and highly energetic.

    Sharon Balson

  • I have been working with Emma for the last six months on our business transformation programme. I have been hugely impressed by her work ethic and drive to deliver positive outcomes for both individual stakeholders and the organisation. She is very professional but always approachable and willing to seek input and ideas from the people she is working with.

    Jackie Storr

  • I worked with Emma on a short-term, time-boxed assignment to investigate and specify a critical area of the business. I found her to be very professional and diligent, with a high regard for accuracy, along with a great attitude which made her a pleasure to work with.

    Glynn Oldfield

  • Emma and I worked together on a recovery programme. Her project management approach is meticulous and detailed and she's a great communicator, keeping all of her stakeholders apprised at all times.

    Simon Coldham

  • Emma is a professional and adept Project Manager who added value to the projects she was delivering at Water Plus. She shows commitment to delivery on time and within budget and is a professional.

    Rob McNamara

Let’s start the journey to

achieve more together

Contact us now either by telephone or
completing the online form

+(44) 01782 444810

emma@eltcontractsolutions.com

VAT REG number 311 0578 45

    You consent to ELT Contract Solutions storing and using your name, email, address, telephone number for the purpose of responding to your enquiry . For more information see our Privacy Policy

    Occasionally we may want to contact you to about special offers
    AcceptDecline