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Large Global Energy Corporate: Designing a new Field Force Team

Large Global Energy Corporate: Designing a new Field Force Team
Region UK
Sector Energy and Utilities
Offering Organisation Design

The Challenge

The client, a multi-billion energy corporate operating in an increasingly competitive environment, defined a growth strategy requiring improved customer focus.  A recent restructure had put in place a new field force of over 18,000 people delivering inconsistent service levels at a high cost.  Q5 were engaged to design a more cost-effective operation delivering improved and consistent service levels. 

Our Approach

We worked collaboratively with the client to define the future activities, eliminating duplication and non-value added activity, and identifying new activity required to achieve their customer service priorities. 

From this basis, we were able to design an organisation that would better achieve their strategy at a sustainable lower cost, leveraging data, analytics and diagnostics expertise and centralising planning and dispatch capability. 

Key Outcomes

  • Designed a new Field Sales team, delivering improved customer service at a significantly lower cost. Eliminated non-value added activities, evolved. Delivered >10% annual payroll savings
  • A cost effective and future-proof field operation aligned to the target operating model which:
  • Achieved the cost reduction target (c.10% FTE reduction) with c. £12.1m annualised benefit.
  • Delivered optimal labour mix (direct labour, contractor or affiliate) linked to agreed product offerings, service levels and demand.

What our clients say about us

“Q5’s personable, practical and good-humoured approach was critical to the success of the project. They understand our business, and built strong relationships across the organisation, which was invaluable in helping us design a coherent, enterprise-wide outcome. Their focus on ‘implementable solutions’ is refreshing”

HR Director
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