Video Boiler Quotes For British Gas
British Gas faced a significant challenge with traditional boiler appointments, which incurred high costs due to low conversion rates and the expense of sending engineers to customers' homes. To address this, we trialled a new approach: placing engineers in a call centre to provide quotes via FaceTime, supported by an online booking journey. As the Scrum Master, I played a critical role in building the digital journey and supporting the successful trial, which was later launched nationwide.
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Designed and implemented an innovative boiler appointment process, replacing in-person visits with FaceTime consultations.
Created a seamless online booking journey that allowed customers to schedule video consultations easily and receive quotes in real-time.
Supported the successful trial by integrating customer feedback and analytics, refining the journey to meet customer expectations.
Rolled out the solution nationwide, reducing operational costs while increasing conversion rates and customer satisfaction.
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Facilitated Agile ceremonies, including daily stand-ups, sprint planning, and retrospectives, to maintain team focus and productivity.
Coached the team on Agile best practices, improving collaboration and ensuring continuous delivery of valuable increments.
Collaborated with engineers, designers, and business stakeholders to build the online booking journey that supported FaceTime consultations.
Monitored and improved team performance metrics, such as velocity and cycle time, to optimise delivery speed and quality.
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Reduced operational costs by minimising travel and fuel expenses for engineers, making the process more sustainable and efficient.
Increased conversion rates through streamlined video consultations, improving the customer experience and decision-making process.
Delivered a successful trial that demonstrated measurable benefits, paving the way for a nationwide rollout.
Fostered a culture of collaboration and innovation within the team, ensuring the delivery of a high-quality digital journey.
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Overcame initial resistance to the concept of video consultations, gaining buy-in through effective stakeholder communication and trial results.
Addressed technical challenges in building the online booking journey, ensuring it was user-friendly and reliable for both customers and engineers.
Balanced the need for speed and quality in delivering the trial while integrating iterative improvements based on customer feedback.
Managed the complexities of introducing a new operational model, aligning engineers, call centre staff, and digital teams to deliver a cohesive solution.