With 900,000 people applying for universal credit in the space of two weeks and thousands more on furlough or reduced hours, many organisations have experienced up to a tenfold increase in customers contacting their collections and customer service teams to request payment breaks.
“The energy industry, like many other sectors, is under strain and call centres have seen a significant increase in the volume of customer calls. Call centre capacity has been reduced as they migrate to remote working and staffing levels are down because of coronavirus, leading to long call waiting times for customers.” OFGEM
To alleviate the pressure on phone services, Flexys has launched a quick-to-deploy digital hardship evaluation tool that will collect customer information in a standardised format, automatically triage it using configurable rules and create follow up activity using workflow to manage incoming enquiries.
Flexys CEO, Jon Hickman, said “Our development team listened to clients and created a highly effective solution that diverts customers away from inundated phone lines and onto an easy to use digital platform where they can securely register their changed circumstances. This saves a considerable amount of call time and can also help deter speculative claims. Flexys clients are already seeing hundreds of customers per hour logging on and successfully completing the journey.”
“We welcome firms taking initiatives going beyond usual business practices to support their customers.” The FCA
Brian Smith, Flexys CTO said ‘Flexys is an entirely digital business and all our solutions and our work systems are geared up for remote delivery as standard. We are providing web demos of our products and can rapidly deliver fully branded and configured solutions using our secure cloud-native services. It has been a very rewarding project to provide this quick response to urgent client requirements as they cope with sudden overwhelming demand.’
See the results:
Case study: Flexys and MotoNovo – managing exceptional demand