A Customer First Approach – Triple Award Win Caps Off a Year of Success

What Does “Better Customer Service” Really Mean?

Every company claims to offer great customer service with faster response times, shorter call queues, and more efficient support. But true customer service excellence is more than that, it’s about having the people who matter most, your customers, at the heart of every business decision.

The Duracell Energy customer service goes far beyond just a department, it informs every decision, process, and interaction with one question in mind: how will this improve our customer’s experience?

This dedication is what saw Puredrive Energy crowned double winners at this year’s UK Contact Centre Forum (UKCCF) Awards, held at The Eastside Rooms in Birmingham. Competing alongside national companies, including E.ON Next and nPower Business Solutions, our customer service team proudly took home the Gold Award for Small Contact Centre of the Year and also Customer Experience Team of the Year.

These awards recognise what we aim to do: to deliver the best customer journey for homeowners and installers.

And the success doesn’t stop there. This year saw Puredrive shortlisted for 7 awards in total throughout a range of regional, national, individual and team categories.

Why We Won: Putting Customers at the Heart of Everything

Our award-winning success reflects the real, measurable improvements we’ve made for Duracell Energy users and our installer network this year.

We focused on practical, impactful changes and the results speak for themselves! Reduced waiting times for site visits, phone response times cut, and simplifying the installation process for our partners. Every tweak and improvement was made to make each customer journey as smooth and satisfying as possible, from first enquiry to final installation.

When faced with a 50% increase in installations earlier this year, our team rose to the challenge with agility and innovation. More installs meant more technical queries and that led to us adapting our offering. We expanded our support toolkit with video calls, screen sharing, SMS messaging, and live visual diagnostics. These tools empowered our in-house team in Toddington to provide faster, more accurate support to installers and homeowners alike.

What impact did this have on our customer’s experience? Support ticket volumes dropped significantly, and customer satisfaction soared – all thanks to our proactive, technology-driven approach.

A Prestigious Recognition

The UKCCF awards are among the most respected accolades in the customer service industry, celebrating the best teams and most forward-thinking businesses across the UK. Winning not just one but two Gold Awards is a powerful recognition of our commitment to innovation, excellence, and most importantly, our customers.

For us, these award wins are marks of excellence and validation that by embedding customer care into our company culture, we’re building something truly sustainable and meaningful for the long term.

Repeat Win at Grammys of Entrepreneurship

Puredrive CEO Mark Millar has also been honoured as Family Business Entrepreneur of the Year at the Great British Entrepreneur Awards (GBEA) 2025, widely regarded as “The Grammys for Entrepreneurship.”

Following his Scale-Up Entrepreneur win in 2024, this consecutive award cements Mark’s position as a respected leader in the UK’s clean-tech and manufacturing industry.

Starting from humble beginnings as a family run start-up with four employees, fast forward to today where Duracell Energy is one of the leading home battery brands in the UK working with over 400 active installers.

Mark heads Puredrive Energy alongside his two sons: Oliver, Head of Marketing, and Daniel, Head of Sales. Their shared vision has shaped a culture built on resilience, innovation, and agility. During a year marked by industry-wide economic, political and environmental pressures, these qualities have proven essential.

Despite challenges that have forced several competitors to reduce the scale of their operations or exit the market, Duracell Energy has continued to grow its brand presence, increasing its market share and achieving significant revenue uplift. This is all down to being able to adapt quickly to shifting demand and global logistics uncertainty, which is particularly important for a business operating across the UK, Europe, and South Africa.

A Year of Growth, Recognition, and Momentum

Our double UKCCF and GBEA award win was part of an exceptional year of progress for Puredrive Energy. Out of the seven awards we entered in 2025, we were shortlisted for six, a testament to the strength of our people, our products, and our purpose.

Looking Ahead

As we celebrate our achievements, we’re already looking to the future. The foundation we’ve built this year sets us up for even greater success in 2026.

Winning these awards reinforces what we already believe: when you put customers at the centre of every decision, the results will always speak for themselves.