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Beyond Procurement:

Why Partnering with TPIs Who Offer Query Management Unlocks Greater Value

When businesses think about Third-Party Intermediaries (TPIs), the focus often falls squarely on procurement. TPIs are widely known for helping organisations secure competitive energy contracts and navigate the complexities of the market. But in today’s environment—where customer expectations are higher and energy-related challenges are increasingly complex—procurement alone is no longer enough.

Forward-thinking TPIs now go further by providing dedicated customer service teams and query management support. This additional layer of service not only enhances client experience but also delivers tangible value throughout the contract lifecycle.

Why Procurement Isn’t the Whole Story
Securing a good deal at the outset of a contract is important, but energy management is full of ongoing challenges: billing discrepancies, meter issues, change-of-tenancy requests, data errors, and supplier queries. Without proper support, these problems can quickly drain internal resources.

A procurement-only TPI may secure a contract, but once the ink is dry, businesses are left to deal directly with suppliers—often facing long wait times, complex systems, and frustrating back-and-forth communication.

That’s where a customer service-driven TPI makes the difference.

The Value of Query Management
A TPI with a dedicated customer service team acts as a single point of contact for all supplier-related queries. Instead of passing issues back to the client, they take ownership of resolving them. This can include:

Billing and invoicing queries – ensuring charges are accurate and reclaiming overpayments.
Supply and meter issues – managing communication between the supplier and on-site teams.
Change requests – handling contract amendments, site additions, or tenancy changes efficiently.
Escalations – stepping in when suppliers fail to meet agreed service levels.
By managing these queries proactively, TPIs save clients both time and frustration, while also ensuring they’re never paying more than they should.

Benefits for Businesses
Working with a TPI who provides ongoing query management offers several advantages:

Time savings – No need to spend hours on supplier helplines or chasing updates.
Cost recovery – Errors are caught and corrected, often leading to significant savings.
Expert representation – Issues are resolved faster when handled by a team who understands supplier processes and escalation routes.
Peace of mind – Clients can focus on running their business, knowing their TPI is safeguarding their energy interests.
Stronger partnerships – A TPI who is involved beyond procurement has a better understanding of client needs and can deliver more strategic advice.

Choosing the Right TPI
Not all TPIs are the same. When selecting a partner, businesses should look beyond procurement rates and ask questions such as:

• Do you have a dedicated customer service team?
• How do you handle supplier queries on behalf of clients?
• What processes are in place to track and resolve issues?
• Can you share examples of how you’ve recovered costs or resolved disputes for clients?

The answers to these questions will reveal whether a TPI truly offers end-to-end support or simply acts as a broker at contract signing.

Final Thoughts
Procurement is just the beginning of the journey. The true value of a TPI partnership lies in ongoing support—especially when it comes to query management and customer service. By working with a TPI who goes beyond contracts and actively manages supplier relationships, businesses gain confidence, efficiency, and measurable savings.

In today’s market, where every penny and every hour counts, choosing a TPI with a strong customer service ethos isn’t just a nice-to-have—it’s a strategic advantage.