Tariff applications up 106% using IE Hub’s smart tool
Client
UK-Based Energy Supplier
Live since
January 2025
Industry
Utilities / Energy
The problem
A large utility provider faced pressure to deliver discounted water schemes to vulnerable customers per Ofwat's rules. However, legacy systems and six complex schemes made this difficult, relying on slow, inconsistent agent assessments.
Customer access was challenging due to multiple forms and income proofs, creating barriers for digitally or financially vulnerable people. Many eligible customers missed out, risking the provider’s compliance targets.
Our solution
In January 2025, IE Hub launched a smart affordability platform with an automated decision engine that uses real-time data to instantly match customers to the right scheme, online or with agent help.
Customers apply via a single digital form that verifies income, benefits, and allows electronic declarations-cutting paperwork and delays. Agents can assist to ensure no one is left behind by digital barriers.
The results
Since launch, tariff applications increased by 106%, and £8 million in unclaimed benefits were found in two months, giving many customers access to financial help they didn’t know existed.
Operational efficiency improved as agents spend less time on assessments and support more customers while maintaining compliance. Vulnerability detection rose 180%, enabling earlier interventions and better long-term outcomes.
106%
Increase in self-serve tariff applications
£8m
In unclaimed benefits identified within the first 2 months
180%
Improvement in identification of vulnerable customers
IE Hub transformed how we manage affordability schemes - faster, fairer and better for our customers.
Senior Ops Lead
Large UK-Based Energy Supplier
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IE Hub is a trading name of Personal Data Management Ltd. Company number: 11324154. Main trading address: Tramshed Tech, Pendyris Street, Cardiff, CF11 6BH, United Kingdom. ISO 27001 and ISO 9001 Certified. ICO registration number: ZA378793.
