How OVO is boosting referrals and agent confidence with the support Hub
The Company
Meet OVO
OVO is one of the UK’s leading independent energy suppliers, committed to: Power human progress with clean, affordable energy for all.
The Problem
Challenges in signposting the right customer to the right support outside of energy
While OVO had strong internal resources like its Vulnerability Toolkit and Extra Support Package, there were limits to how far staff could go in supporting vulnerable customers outside of energy provision. Agents often relied on a narrow scope of referral options for third parties resulting in limited offerings.
Overloaded internal pages made it difficult to guide customers to the right help and some agents felt unequipped or hesitant to address sensitive situations beyond energy related topics, leading to missed opportunities to connect customers with vital services.
The Solution
Building trusted pathways through embedded support signposting
By embedding NSN’s Support Hub directly into the OVO Extra Support Package journey, both online and during phone referrals, OVO created a clear, consistent way to signpost customers to credible external help. Whether or not customers were eligible for formal referrals, agents could direct them to the Support Hub with confidence.
NSN links are also shared via community events, email banners, and QR cards, making it easy for both customers and colleagues to access trusted help on their own terms.
The Results
Increased referrals and agent confidence
Embedding NSN into OVO’s support ecosystem has delivered measurable impact. In a single month, over 1,400 referrals were achieved, a sharp increase from previous figures.
Agent confidence has grown, with managers noting that NSN helps overcome the “fear factor” of discussing sensitive topics. Customers have responded positively, appreciating the clarity, consistency and care in the signposting experience. Internally, NSN has made it easier to align support with OVO’s operational goals, fitting neatly into digital journeys and frontline call scripts alike.
OVO is now working to include NSN links in future outbound confirmations (email and SMS), ensuring customers can easily return to relevant support. As one leader put it, “Support Hub has been so simple to implement but made a huge difference. It’s helped our people, our customers, and the NSN team have been fantastic to work with.”
