UTILITY WEEK | 9TH - 15TH MARCH 2018 |
25
Customers
Views from the
speakers:
1. Collaboration
is key. Sharing
knowledge and
data between utility
companies will
allow customers
who are struggling
to be identifi ed more
easily.
2. Prevention
is better than
cure. Companies
must do more to
try and engage
with customers
in vulnerable
circumstances early.
3. Think outside
your industry.
Avoid becoming too
focused on your own
industry. Learn from
best practice in other
sectors.
4. Talk to
customers.
Engaging with
customers is the best
way to solve debt.
5. Engage with
the third sector.
Consumer groups
are often more
readily trusted
by customers, so
can gain a greater
insight into their
circumstances.
Key points
Sarah Sargent, UK director of
customer experience, Lowell
Group
"In fi nancial services,
probably fi ve or
six years ago we
recognised that we
needed to tailor our
support for vulnerable
customers."
Meghna Tewari, head of retail
market policy, Ofgem
"The price cap
must not dilute the
importance of good
customer service."
Margaréta Serfozo-Matharu,
principal, strategy and policy,
Ofwat
"Aff ordability is a
huge challenge for
the water sector, and
it doesn't look like it's
getting better."
Rob Mayer, head of collections
strategy and business
improvement, British Gas
"Not all levels of
engagement are
equal… We need to
ask: how can we help,
not hinder?"
Brought to you in
association with
John McMahon, C&R thought
leader, EMEA, FICO
"What are your
customers expecting
from you? And how
are you going to pro-
gress that within your
current industry and
within your current
processes?"
Michelle Atkinson, head of
income domestic retail, United
Utilities
"By better under-
standing our
customers, we can
use a targeted and
segmented approach
to debt recovery and
adopt diff erent col-
lection strategies for
can- and can't-pay
customers"
