How AI automation saved VEM £350,000 per year
You don't need more staff. You need better systems.
D2C · Automation & Systems
Client: Vibrant Energy Matters · Sector: Energy & Property Services · Location: UK · Service: Demand Generation · Published: 2026-04-29
Key results
- £350,000 — Salary savings
- 50% — Operational cost reduction
- 1second — Response times
- 24/7 — Customer service coverage
Summary
Customer service should support growth, not slow it down.
Why it mattered
Before automation, Vibrant’s customer service operation was expensive, slow, and limiting growth. Every enquiry, booking, follow-up and customer update relied heavily on manual input, which meant the team were spending valuable time on repetitive admin rather than higher-value conversations.
The challenge
Vibrant Energy Matters faced rising staffing costs, slow response times, and inconsistent customer experiences. Instead of hiring more staff, we rebuilt their entire service architecture with AI, creating a scalable system for growth.
What success looks like
- 1 second — Customer response time. Our installed AI agents turned a 20 minute wait time to an immediate customer response.
- £350,000 — Annual salary savings by transitioning to a part-AI customer service team.
- 50% — Operational cost reduction. The system allowed enquiries to be handled faster, appointments to be booked without human intervention.
- 24/7 — Customer service coverage. Vibrant’s customer service operation was no longer limited by office hours, team availability or call centre capacity.
Inside the rebuild
We implemented a bespoke, fully automated, multi-channel customer service ecosystem.
- AI agents across all touch points — Inbound calls, outbound calls, live chat, WhatsApp. Each agent was trained for task-specific performance - separating enquiry handling from booking conversion.
- Intelligent contact optimisation — Pre-call SMS alerts, evening and weekend contact windows, improved answer rates and engagement.
- Booking automation — Direct integration with Vibrant’s booking system, AI schedules appointments without human intervention.
- Knowledge infrastructure — Dynamic internal knowledge hub, accurate, approved service responses, consistent customer experience.
- Control and visibility — Custom backend dashboard, real-time logic flow management, full operational transparency.
- Continuous improvement — The system captured patterns, questions and drop-off points, giving Vibrant the insight needed to keep improving the customer journey.
Testimonial
Ouma have transformed us in every aspect - handling major digital automation projects that have saved us £350,000 per annum in cost - as well as being a brilliant marketing partner for us. They are by far the best growth agency I've worked with across a 30 year career.