Animated Resolution: How a Video Brought Clarity to Corporate Communication Chaos

We're all familiar with the exasperation that arises when customer services fail to address genuine issues and resolve errors. Our creative director, Gary Carse, encountered this very problem and, true to his role as a creative problem solver, he devised an innovative solution.

Dealing with large corporations can be difficult, especially when things go wrong. Gary's story starts with a small mistake made by an energy supplier that ended up causing a big financial loss. Although not the best solution, Gary had to resort to extreme measures to uncover the truth. This experience highlights the significance of clear communication and the effectiveness of animation in solving complex issues and improving communication. As a result, Gary was able to gain a return on investment of over £1000.

Gary's saga unfurled during a routine transition – shifting energy suppliers due to a widespread acquisition in the prior year. What should have been a seamless process quickly descended into a customer service ordeal when an erroneous gas meter serial number got linked to Gary's account. In a nightmarish twist, his gas meter reading inexplicably surged from 1225 to a staggering 17000 seemingly overnight. This led to an alarmingly inflated and inaccurate balance. Coupled with the ongoing energy crisis, Gary became ensnared in an unproductive cycle of interactions with customer service that spanned a frustrating four months. During this period, he continued to pay excessively high bills that were blatantly incorrect.

Engaged in an uphill battle of emails, images, and phone calls, Gary strived to rectify the situation. Eventually, the correction of the gas meter serial number was achieved, yet the account balance and debt remained unyielding. Despite the glaring error, the customer service team persisted in their reluctance to comprehensively address the issue. As the months passed, Gary gradually chipped away at his debt while unit rates and standing charges unpredictably fluctuated. The situation persisted, and the issue remained unaddressed – except by Gary.

Beyond his role as a creative director, Gary also dabbled in amateur coding within C&W and was unwilling to shy away from the mathematical complexities that the energy company's customer service seemed hesitant to confront. Identifying the problem over a month prior, he armed himself with explanations, mathematical breakdowns, and well-crafted emails. Nevertheless, his reasoning failed to sway the customer service team to erase the unjust debt, reverse the incorrent monthly payments, and reinstate his credit. Responses were laden with phrases like "Consolidated billing is never straightforward to follow" and "we need to follow the facts."

Reluctantly contemplating accepting his tarnished credit and persistently chipping away at his mounting debt, Gary reached his breaking point after four grueling months of countless email exchanges.

In a bold, last-ditch endeavor, Gary drew inspiration from his everyday work and mused that if anything could bring clarity and eliminate escape routes, it would be an animation. Thus, Gary set out to create a video. He recounted, "I sat down and channeled my frustration into the microphone, candidly narrating the saga of incompetence that had transpired with the energy supplier." Accompanied by screen recordings and annotations, Gary dissected emails, billing history, and visual proof. Condensed into a concise 10-minute clip, the video featured animated annotations, bar charts, and icons that effectively conveyed his points. Unbeknownst to him as he sent the video at 08:30am, a seismic shift was imminent.

This video emerged as a transformative catalyst. Within hours, the looming cloud of debt dissipated, Gary's funds were reinstated, and a significant customer service gesture was extended. The video's amalgamation of whiteboard-style animation and corroborative evidence acted as a conduit that bridged their disjointed communication. As Gary succinctly remarked, "The sheer volume of information had overwhelmed the customer service team. However, my video, though rudimentary, offered a straightforward, coherent narrative." The synchronized visuals, harmonized with his heartfelt narration, obliterated the barriers impeding progress.

In the end, Gary's triumphant experience underscores the monumental potential of effective communication and unwavering perseverance. Amidst a landscape riddled with intricate complexities, his visual approach injected clarity into chaos. His journey serves as a vivid reminder of animation's extraordinary capacity to dismantle even the most obstinate barriers within corporate structures. Gary's encounter stands as a testament that sometimes, a simple video can dismantle the most unyielding communication obstacles, metamorphosing frustration into a hard-earned victory as seen below.

All the Best,

Dan