Utility Week

9 ISSUE 02 FEB/2019 E X P E R T V I E W 9 ISSUE 02 FEB/2019 e formula for utility collections success: manage compliance, increase revenue and raise customer satisfaction Jon Hickman, chief executive, Flexys Solutions Looking forward while being held back Technology has always been good at the automated processes that all utility providers rely on. With the latest regulation concerning customers in vulnerable circumstances, many in the sector have been wondering if these rigid processes are fit for purpose in the new regulatory environment or if indeed these systems are themselves an inadvertent cause of detriment. According to the Money and Health Institute one in ten people who have experienced mental health problems find it difficult or very difficult to manage accounts with their essential service providers. In one of the most sensitive areas of the business, that of collecting debt from customers in arrears, people experiencing a period of vulnerability can be particularly disadvantaged by clumsy and inflexible processes. It is important that technology keeps pace with best practice and regulation without disrupting services. An agile, microservices based approach allows innovation without the risk, delays and spiralling costs of the past. How digital technology can aid compliance and serve customers better e first consideration is accessibility. Voice calls are declining. What was once the standard communication tool is now seen as the most annoying and intrusive method of contact. e telephone is even less popular with people who are experiencing mental health challenges, with over half saying they find it hard to make a call. "I find it extremely difficult to hold a conversation on the telephone and retain enough information to make a good judgement." Crisis organisations like e Samaritans and Childline already provide a popular online alternative in light of these findings. It makes sense to engage with customers using their preferred means of communication, this reduces 'avoidance of contact' that can lead to worsening debt. Online, customers can have instant access to a low-stress, collaborative space to engage with their creditors. Meanwhile, those customers who require a phone conversation get quicker access to an agent. Will customers in vulnerable circumstances engage online? ere are several ways that the needs of customers experiencing a period of vulnerability can be met online. Firstly, to calm 'admin anxiety' by providing a self-paced, private and secure space to make a declaration of vulnerability or to signal that an agent, carer or relative is helping the customer in the process. Secondly, by ensuring a non-confrontational, smooth customer journey that avoids 'information overload' and minimises drop-out rates. As standard, it should accommodate browser accessibility settings and be compatible with aids such as screen readers to make sure the process is not frustrating or demoralising. Take account of fluctuating circumstances in uncertain times State-of-the-art digital solutions are considerably more flexible than the basic payment portals of old. Customers can pay in full, offer a promise or make a tailored repayment arrangement based on verified income and expenditure information. Collaborative arrangements like these are considered to be more sustainable and generate positive customer satisfaction ratings. Meanwhile, the newly-engaged customers begin contributing and moving toward resolving their arrears. Machine learning and intelligent segmentation Machine learning is particularly useful in detecting both 'self-cure' and 'won't pay' customers and channelling them directly to the appropriate action. By intelligently filtering out customers who don't need an agent's direct input, staff can focus more on the quality of the outcomes for those who do need help. Reducing pressure on resources means average handling times can be measured more productively against desirable outcomes such as first call resolution. Machine learning can also be used to detect sentiment as the customer goes through the online resolution process. If an unacceptable level of negative emotion is detected, the customer can be offered recourse to an agent if they so wish. is helps to reduce dropout and seamlessly provides intuitive real-time customer support. Moving forward e latest technology is designed to be flexible and fair, with all customers in mind. When it comes to resolving arrears, by providing a digital solution that customers will prefer to use, on any device and at a time and place of their choosing, whatever their current financial or social circumstances, technology can be part of the solution. When that also results in a lower cost to serve, more debt resolved and more revenue collected, it makes financial sense as well as being socially responsible and simply the right thing to do. // One in ten people who have experienced mental health problems find it difficult or very difficult to manage accounts with their essential service providers // Money and Health Institute w w w . f l e x y s . c o m

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