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22.11.2018

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    British Gas Lite

    British Gas

    A new venture from Centrica for small businesses who want competitive energy prices and service their account online. Lite takes the hassle out of energy as customers manage their account whenever they want and have a free smart meter so they pay only for the energy they use each month.

    What customer problems did you set out to solve?

    SMEs told us they are busy running their business so they want their energy supplier to deliver competitive prices and respect their time. We designed our product to meet these needs. Everything we do has the objective of simplifying our processes, getting things right first time and making it easy for customers to take control of their energy. We’re restless in looking for opportunities to remove unnecessary customer contact so that customers can focus on running their business. Our drive for efficiency enables us to offer sustainably low prices to both new and existing customers.

    What differentiates your proposition from other offerings in the market?

    We set up British Gas Lite as a new supplier from scratch, reimagining our processes to deliver a customer experience that is unique in the market. We’ve delivered the first 100% digital b2b energy offering. We’re the only supplier able to manage a transition from voice sale with a Third Party Intermediary (TPI) to online login for a fully digital service with no manual intervention. We’re now integrating our systems with TPIs to make this journey more seamless. We’re the first supplier to offer webchat as the exclusive contact channel for both customers and TPIs. Our first customers have started going through renewal – including many who’ve never contacted us through their lifecycle with Lite. This hassle-free energy supply is transformational for business customers.

    What impact has the proposition had?

    Our growth is exponential, Lite is disrupting the market. Customers aren’t just joining, NPS exceeds expectations and early signs show market-leading retention.
    Our tight feedback loop means we find root cause of issues so customers can achieve what they set out to do more easily. We share learnings with the wider business which has led to many improvements across Centrica e.g. processes, culture

    What’s next for your proposition?

    We’ll expand with gas and multi-site capability in 2019, coupled with continued customer-led improvements and contact automation. We’re on track to be the first business supplier to install the latest smart meter technology - this will unlock the power of data, enabling further product development.

    Find out more about British Gas Lite here

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