CONSULTANCY HELPING UTILITIES MAKE BRILLIANT DECISIONS

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1 CONSULTANCY HELPING UTILITIES MAKE BRILLIANT DECISIONS

2 Our dedicated team of specialist consultants and analysts are committed to helping our utilities clients to tackle the challenges faced by the industry, and to make smarter, more accurate decisions.

3 Callcredit have a wealth of knowledge and experience within the utilities sector and we ensure we deliver our clients innovation and dedicated levels of service. Whether it s supporting on-going activities, transferring from another data provider or launching a new operation, our specialists provide you with the support you need to maximize value across the business. Callcredit s consultancy support can range from scoring customers for acquisition, credit risk solutions to help identify and verify customers, collection strategies to providing insight on consumer segmentation, decision tree analysis, scorecards and propensity to pay models. We evaluate the impact of change through our suite of solutions designed to help utilities manage risk within the business, understand their existing customers and successfully acquire new ones. 3

4 HEALTH CHECK Our expert consultants will work with you to review your existing scorecards, strategies and processes across your business. By taking into consideration your overall business strategy they can make recommendations to help in reducing bad debt: Ensure you get the most value from your data by reviewing existing scorecards, policy rules and processes Make sure you are conducting Know your Customer (personal details, debt exposure, affordability, over indebtedness and income) Reduce time delays and eliminate unnecessary manual checks Optimise resource appropriately to drive improved performance

5 Callcredit have unparalleled expertise and experience in utility sector and provide valuable insight and advise of best practice on the use of both internal and CRA data to help you improve the accuracy of your decisions. In addition our consultants will be in a position to not only deliver health check but also manage your roadmap of continuous improvement by: Supporting the sector Helping deliver change by understanding how to interpret, embed, re-engineer processes to maximise return on investment Track and support continuous improvement by providing guidance, advise and make recommendations for improvement and further change required. 5

6 UNDERSTANDING THE IMPACT OF USING DATA THROUGHOUT THE CUSTOMER JOURNEY Our consultants can assist you in reducing bad debt by ensuring that at the point of acquisition, individuals are offered the correct tariff for you and the customer. Callcredit s consultants have expertise in building bespoke scorecards that will provide you with confidence that your customers receive the appropriate level of service. At Callcredit we believe that scoring customers throughout the customer journey is vital in ensuring the best outcome is delivered for both the customer and the business; our consultants are on hand to guide you through scoring models. Our consultancy and analytics team use your historic performing accounts to create a Scorecard specific to your requirements Intouch can enrich your existing contact channels and can enable superior contact rates and results; our consultants will consider your current strategies and look for areas of improvement whilst meeting your customers demands. Callcredit can help you to reduce your default and bad rates by taking a pre-emptive approach; our consultants will take you through the process of using our daily alerts service, CallMonitor. You can use CallMonitor to look for predictive concepts where you can proactively contact your customers and ensure you are aware of any changes in a customer s profile and the appropriate strategies are deployed. The utilities sector is not unlike other industries with its outsourcing of debt collection. The majority of utility providers will have a form of outsourced debt collections whether it is by a panel management firm or outsourced directly to a panel of Debt Collection Agencies and a litigation stream. Callcredit s consultants are able to help segment your outsource portfolios using the following strategy: The need to know your customer is becoming a challenge across the industry, the first step in knowing your customers is holding the most relevant and up to date contact details.

7 KEEP/PLACE/SELL/LITIGATE Keep We suggest accounts which should remain with internal collections as data if shows a high propensity to pay and high propensity to contact Place We suggest that only the hard-core accounts are placed with external DCA. These may not have a confirmed address and the propensity to pay to contact is low Sell If you have a debt sale strategy we can help identify which accounts should be placed for sale Litigate We can suggest which accounts would have a strong propensity to pay if litigation was initiated, judgement obtained and which enforcement method should be deployed Using Callcredit s summarised data blocks (with over 900 concepts which can be used to develop scorecards and help with segmenting) our consultants can help build a segmentation model that will ensure that accounts receive the appropriate action dependant on their status. In turn, Callcredit will deliver a robust Keep/Place/Sell/Litigate strategy that will ensure that OPEX is used in the most appropriate areas. Callcredit will carry out the necessary testing to understand which of the Bureau Summary Block concepts are most predictive before building any scorecard. We understand the utilities sector is adopting a more FCA approach to their collections strategies and therefore the use of data within collections is a growing requirement. Our team of consultants will help you to make more informed decisions in regards by deploying data through engagement with customers and ensuring affordability whilst customer satisfaction is retained. 7

8 INDUSTRY INSIGHT REPORTING Callcredit s consultants and analysts have conducted an exercise utilising SHARE information from various utility SHARE members. This information provides clients with valuable insight into the sector by providing them with an overall image of their customers behaviour in comparison with other utility providers. Our clients receive the benefit of this regularly refreshed report helping them to keep ahead of their competitors, spotting industry trends and as a result helping them to achieve best practice within the sector. Increase collections and recoveries with effective tailored strategies to help identify the can t pay from the won t pays

9 RESIDENCY PLUS VOIDS PROCESS At Callcredit we are aware of the issues of void properties and the impacts they have on arrears, bad debt and potential false accounting. With this in mind we have developed a solution to enable you to get the best possible insight. Residency Plus provides you with names and occupancy dates of residents at an address over a specified time period. Our Residency Plus data allows you to corroborate occupancy periods for genuine customers moving into indebted sites, improving the customer experience as a by-product of the fraud management process and critically be able to challenge individuals who are not providing truthful move dates. As this runs as an offline batch process it can be used to flag issues at a portfolio level, reducing annual referrals and improving false positives alerts. Combined with confidence scoring built into CallTrace Batch process, this can provide a powerful mechanism for focusing investigator and treatment effort where it will be most effective. Residency plus is a product that can only be used and is mostly taken by our utility clients. 9

10 TRANSIENCY DATA Callcredit launched Transiency towards the end of From previous experiences this powerful concept has been used to identify high risk properties and customers that will have a low or high propensity to pay. The use of transiency metrics can help illustrate the predictiveness of segmenting customers based on an outcome. Transiency data can help utility providers validate the number of movements in and out of their supply properties to determine whether or not the property is occupied. This allows the provider to assess the level of risk associated to the property. We found the transiency index is very predictive of bad risk. Applying the transiency assessment to your portfolio, you will be able to confirm the most transient sites for the more robust management, and prioritise treatments within the transient segment. Where full data sharing is not established, the transiency index can provide a highly predictive assessment of bad debt risk and interim benefits to bad debt charge prior to being able to access Callcredit s robust bureau based scoring, Gauge.

11 CONTACT US Our consultants are on hand to walk you through transiency data and show how it can best be utilised within your business. Contact one of our consultants today. Nick Smith Gary Brown

12 CONTACT US Callcredit Information Group Ltd, One Park Lane, Leeds, LS3 1EP