case study
A large UK energy retailer found that a high proportion of their customer base were unwilling to switch to Direct Debit, and these manually paying customers were typically taking between 14 and 28 days to make payments on their energy accounts. This resulted in high operational costs incurred by outbound letters and collection calls.
mobile utilities
The rise of digital has changed the expectations of customers, rendering traditional approaches to customer management obsolete. Suppliers who rely heavily on contact centres and paper correspondence are experiencing poor contact rates, high operational costs and dissatisfied customers.
With a growing demand for versatility, speed and convenience, our solutions replicate the way your customers are already choosing to communicate. Through our various channels, the whole customer lifecycle is taken into account. Energy customers can use their mobile to change suppliers, purchase products and services, submit meter reads, check balances, pay bills, manage contact data, report faults and improve energy efficiencies – all without having to open a letter or call a contact centre.
Key Benefits
* Reduced call centre traffic
* Improved agent efficiencies
* Reduction in paper correspondence
* Increased right party contacts
* Reduced response times (78% respond within 72 hours)
* Increased response rates
* Reduced payment response times
* Reduction in credit risk
* Enhanced customer satisfaction
* Reduced re-billing
Telrock technology solutions and business consultancy have helped suppliers around the globe transform inefficient outbound contact methods into much improved, low cost, effective contact methods – which in turn results in more satisfied customers.
To see recent press coverage please click here or go to our news section.
To see a case study on one of our mobile utilities clients please click here