Case Study: EDF Energy
Business Challenge
Around
174,000 households are switching gas or electricity suppliers every
week – with nothing to stop them switching, even though they might
owe money to another supplier. Utilities are facing a tough challenge
in recovering money from certain groups of former customers who are
in arrears. Amongst those are the growing group of people who are
struggling to pay their household bills. And there is also a new type
of consumer – the won’t pay. This combination is leading energy companies
to a significant re-appraisal of the way in which they approach customer
revenue collection.
The Decision Analytics answer
EDF Energy decided to roll out the Tallyman Debt Management solution across the whole organisation for managing small business and residential customers who have moved home, gone away or switched supplier.
The Benefits
- A sophisticated system to contact former customers who are in arrears – and remind them of their obligations to pay
- A system that automatically allocates customer files to DCAs and then manages and monitors the performance of the DCAs
"Our shareholders want us to maximise revenues. However, our responsibilities
to our customers include keeping energy costs as low as possible. By
using Tallyman we are maximising collections from former customers and
so can pass this revenue onto both shareholders and customers."
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