Powering Through the Backlogs

When a major utilities provider faced an overwhelming backlog of 6,500 unresolved complaints, customer trust and regulatory confidence was on the line. The business needed to turn the situation around quickly, without compromising quality or compliance.

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Agile Innovation Group was brought in to deliver a fast, structured recovery and build a foundation for long-term improvement.

We deployed a multi-disciplinary team of expert consultants with deep experience in customer operations, complaints transformation, and regulated service environments. Working collaboratively with internal leaders and frontline teams, we set a bold target: clear the backlog and stabilise performance within 60 days.

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Our approach combined operational precision with cultural reset.

We rapidly diagnosed the root causes, from workflow bottlenecks and policy ambiguity to system inefficiencies and then rebuilt the operating rhythm. Complaints were triaged and prioritised intelligently, teams were realigned around common goals, and new reporting dashboards gave real-time visibility of progress.

The impact was immediate and sustained:

• Backlog reduced by over 80% in just eight weeks.

• Customer response times cut dramatically, improving satisfaction and compliance metrics.

• Employee engagement lifted, as teams moved from firefighting to confident ownership.

• Governance tightened, ensuring quality and regulatory obligations were never compromised.

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What started as a recovery became a transformation.

By the end of the engagement, the client wasn’t just managing complaints,they were delivering resolutions that rebuilt trust and restored pride in service

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This is what Agile Innovation Group brings to every challenge:
Smarter thinking. Faster outcomes. Better consulting.