Utilities

Utility companies are constantly under pressure to reduce costs, embrace digital technology and enhance operational efficiency. At the same time, they are facing increasing demands from industry regulators to ensure that consumers are treated fairly when they fall into arrears and that vulnerable customers are identified and their needs taken into account in the collections process.

According to the Ofgem 2018 Vulnerable Consumers In The Energy Market 2018 report “Suppliers need to proactively identify which of their customers might be in a vulnerable situation and offer tailored additional services to help them engage with their supplier”.

The Flexys digital self-service solution allows ‘can’t pay’ customers to create a sustainable payment arrangement, based on income and expenditure where appropriate, without agent intervention.

At the same time, the solution can take consumption data (actual or estimated) from the billing system and ensure that payment plans reduce arrears while paying for current usage.

Your customers will benefit from a user-friendly, jargon-free, uncomplicated customer journey, including where appropriate, signposts to debt advice organisations along the way.

At the contact centre, Control+ facilitates segmentation, workflow automation, treatment and agent management. Designed for the digital age using cloud-native technology, end-to-end collections strategies can be created which manage customer interaction from self-service through to agent engagement and automated follow up.

At the same time, agents are empowered with context-sensitive customer information and guidance which ensures they have relevant and productive conversations every time. A range of methods and agent guidance means that potentially vulnerable customers can be identified and managed appropriately using sophisticated business process modelling techniques.

What are the benefits to you?

• Fair and appropriate arrangement and promise creation
  Allowing arrangements that are reasonable and affordable to maintain, reducing broken commitments through a first-time resolution.
• Easy-to-use collections agent management and support
  Providing context-sensitive information for every customer interaction so that agents, empowered by augmented intelligence, have productive, relevant conversations leading to an effective arrangement every time