ContactPoint 360

Powering CX for Top Energy and Utility Companies

Wendy Hanlan

Wendy Hanlan

Head of New Partnerships

 

With a longer recession recovery period ahead, energy and utility companies must adopt new strategies and customer services to mitigate risk.

Get expert help in managing your customer experience including AR management, collections, tracking, and forecasting.  We’ll help you reduce roll rates and improve AR recovery while ensuring quality and compliance. 

Learn more about our Two Pronged Approach

Energy360 Series: Explore our solutions

Accounts Receivable Management

Highlights

Our current economic crisis is quickly proving to be larger than the Great Recession of 2007-09 and may also last considerably longer. Research has revealed an interesting dynamic in consumer payment behaviours during COVID19 times that require Utilities to pivot their Collections programs and take on new approaches. In this episode I will discuss the recommendations made by the Advisory Panel in one study conducted by the UCRC (Utility Customer Research Consortium).

Takeaway

ContactPoint 360’s two-pronged approach to Collections will ensure that Utilities aren’t leaving opportunities on the table. Identifying areas of opportunity in your Collection program will improve attrition rates, build brand loyalty, create pay-back solutions and align your systems and processes to better achieve resilience and flexibility

Enhance Your Recovery Rates

Due to COVID-19, utility companies are expected to increase outreach programs to customers to manage increased arrearages and bad debt expense. Our unique collection approach combined with deep data segmentation and cutting-edge dialer strategies enable higher recovery rates. Get better forecasting, data collection and tracking with a focus on long term performance.

AR Recovery

Our Collections with C.A.R.E Approach Places Empathy First

Traditional collection approaches are heavy on intimidation and light on empathy. This can harm your brand in the long run. At ContactPoint 360, we use a humane and respectful approach that places empathy at its core.

ContactPoint 360 - Collections With CARE
ContactPoint 360 - Collections With CARE
ContactPoint 360 - Collections With CARE
ContactPoint 360 - Collections With CARE
ContactPoint 360 - Collections With CARE
ContactPoint 360 - Collections With CARE

Save on Call Monitoring and Evaluation

Our speech analytics and voice AI suite allows you to monitor every call. Gain full visibility into 100% of your customer conversations for quality and compliance. With voice AI, you get a more nuanced and segmented view of customers to drive your communications and messaging strategies. 

Learn more about our Collections with CARE approach

Highlights From Client Case Studies

AR Recovery

Client: A Large Canadian Energy Solutions Company

Improvement in AR recovery. $628K collected in 45 days with 3 agents.

%

Average roll rate across AR buckets

Improvement in AR recovery compared to baseline

Accounts Receivables Management

Client: A Large
US Energy Provider

%

Reduction in credit balances - from $1.1M to 94K

%

Decrease in number of accounts needing verification for bad debt reversal.

%

Reduction in credit balances - from $1.1M to 94K

Collections Management

Client: Publicly traded
US Energy Supply Company

Exceeded targets and realized over 1M in costs savings annually

Combined reduction in past due 30, 60 and 90 days buckets

%

Hit a collection call outreach SLA of 96.3% vs a target of 85%

Learn more about our two-pronged approach to collections

Join me and our in-house principal consultant to discuss your strategy

Step 1 

If your Collections program has not been altered or updated to reflect the new realities of COVID, a SWOT analysis is an absolute first step in gaining control over your reporting. Our team of in-house Energy experts will be able to identify areas of improvement and align your systems and processes to better achieve resilience and flexibility.

Step 2

ContactPoint 360’s proprietary “soft collections” program is a timely approach that will improve attrition rates, build brand loyalty and create pay-back solutions that will work for both the client and the customer.

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