Utilities

We work with utility brands around the world – improving business performance, adherence to regulation and enabling them to achieve the highest standards of Health and Safety.

Discover How

From the office to the field – support your employees to operate at the highest possible standards.

Regardless of the regulation you operate under, we are helping employers ensure their employees are providing an exceptional customer experience whilst facilitating best-in-class employee compliance. In addition, for field-based colleagues, we are helping them stay safe, increasing vigilance and capability relating to Health & Safety.

Competence plays a vital role in satisfying the ever-changing demands of regulation and enabling your people to service your customers better than your competitors. Clever Nelly guarantees every employee achieves and maintains the highest levels of in-role competence. This leads to greater efficiencies, improved customer outcomes, robust compliance, reduced risk and ultimately bottom-line profitability.

Trusted by Global Organisations

"Clever Nelly gives us a real understanding of where we need to up our training or where we’ve got knowledge gaps; that’s super powerful because we can then plug those. Ultimately, it means better service for our customers."

"Clever Nelly’s greatest quantifiable impact has been increasing knowledge and the subsequent effects as a result. The NPS scores for the client and contact centre are increasing, fewer complaints are being sent back. Nelly is helping our people to remember their training, so they are doing everything in the right way. That’s huge for us, as it means there are fewer issues to address."

What are you looking to achieve?

Improve Business Performance Improve Employee Compliance and Risk Improve Health and Safety

Improve Business Performance

With regulators and customers now demanding more of service providers, a highly competent workforce must be at the heart of your service strategy. Clever Nelly embeds your service principles across all customer-facing teams – onsite, outsourced, network technicians and field engineers – to ensure your customers receive a consistent and positive experience.

Customer Experience, Quality Assurance & Complaints

With most organisations wanting to get more for less from their people without compromising on Customer Experience, Clever Nelly helps operational leaders harvest tangible improvements through improved competence and confidence in KPIs and business-critical metrics such as:

Average Handle Time
First Contact Resolution
Average Hold Time
After Call Work
Quality Assurance
Complaint volumes
NPS & CSAT

Improve Speed-to-Competence & Reduce Attrition

With role complexity increasing, coupled with high employee turnover rates, retaining talent and accelerating new employees’ speed-to-competence is critical. Clever Nelly typically reduces the time it takes to on-board new employees by 30% and can highlight those at risk of leaving, allowing you to take proactive steps in workforce management.

Improve Process Adherence & Reduce Errors

Employee errors often result in customer detriment and unnecessary cost. Our customers recognise that sub-optimal employee competence is often a contributing factor to this. Clever Nelly quickly addresses any competence gaps and enables higher process adherence and less mistakes – saving you time and money.

Embed & Quantify Change

One of the greatest challenges facing operational industry leaders in the sector is ensuring mission-critical changes land effectively and are embedded. Clever Nelly ensures you can keep the pace of transformation and change with a dispersed workforce, providing assurance through robust data and reporting that key changes to the way you operate are understood and adhered to.

Improve Employee Compliance and Risk

Our industry-leading approach moves beyond a one-size-fits-all model to employee compliance. We ensure guaranteed employee competence and foster a positive culture where compliance becomes a daily habit. This drives sustainable behaviour change and conditions your workforce to work optimally whilst simultaneously reducing risk.

Best-in-Class Evidence of Compliance

Move away from the archaic and ineffective approach to employee compliance. No more wondering if your compliance training is effective. Clever Nelly provides robust evidence and real-time reporting of your employees’ competence – giving you peace of mind when conducting regulatory audits.

Enhanced Visibility of Employee-Based Risks

Get a clear picture of your workforce’s capabilities. Continuous assessment supports you to accurately identify potential compliance risks before they impact your operations.

Increased Confidence for Senior Management

Make informed decisions with reliable data at your fingertips. Continuous assessment empowers senior leadership to navigate regulatory requirements and ensure a high-performing, compliant workforce.

Improve Health and Safety

The safety of your employees is undoubtedly your number one priority. Whether it is Manual Handling, Working at Height or Electrical Safety, the range of potential Health and Safety risks employees and customers are exposed to is vast. Expecting an employee to operate in a safe way without the relevant competence and awareness is unlikely to be effective and exposes you and your employees to unnecessary risk. Clever Nelly enables you to achieve better standards, fewer near misses and ultimately provide a safer environment for your customers and employees.

Reduce Health and Safety Incidents

Employees with a strong understanding of safety protocols are less likely to make mistakes that could lead to accidents or injuries. Continual assessment guarantees to increase the competence of your people and enables them to operate in a safe way. Risks are quickly identified allowing you to proactively intervene where required. Whether in the office or the field, Clever Nelly helps keep your workforce and customers safe.

Create an Authentic Culture of Health and Safety

Combat Health and Safety fatigue fostering a positive environment where safety is a core value, leading to greater employee awareness and proactive risk mitigation. Clever Nelly personalises the experience for every employee, treating every risk in isolation.

Prevent Recurring Incidents

Clever Nelly enables you to remain agile, targeting root causes of incidents and prevent future accidents by addressing any competency gaps within your workforce. Through ongoing employee assessments, we identify and address potential Health and Safety risks before they manifest, preventing recurring incidents and fostering a culture of continuous safety improvement.