Case Study Energy Retailer Sales to First Bill process reviewThe Business Challenge A large energy retailer was aiming to improve the customer experience and reduce cost in its Sales to First Bill process. The following issues were identified in the current state process: 1) Inadequate visibility and control of this core business process 2) Significant gaps in efficiency and effectiveness of work performed by third party offshore service provider 3) Data quality issues 4) Unnecessary roles & hand-offs 5) Systems related issues 6) Reactive issue resolution 7) Manual intervention causing delays and poor customer service 8) Little or no process governance N o i s e 61% V a l u e - a d d 39% 61% of all time spent was not adding direct value to the customer (Noise) Approac

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