Customers are living through the deepest recession since records began. How their utility provider responds to hardship now will define the ongoing relationship, for better or for worse.
The utility sector is at a pivotal point in the COVID journey. It’s clear things are not going back to normal any time soon. Many organisations used their emergency strategies through lockdown but are now looking to put longer-term solutions in place. There is no single ‘silver bullet’ but there are many positive advances that make it easier to target help more accurately, to serve customers quickly and consistently, and to make the most of resources at a time when capacity is stretched to its limits. Across all utilities, the revenue that funds investment in infrastructure and improvements in services for customers is a priority and collections has an important role to play