Many utility credit and collections treatment processes handle the majority of customers from a one-size-fits-all approach. When a customer meets certain criteria – usually based on age and balance of arrears – they receive a generic treatment in the form of a notice, an outbound call, or perhaps a service disconnection for non-payment. This approach doesn't treat customers based on their actual service needs, often resulting in customer despondence and the need for further action. Risk Response Treatment Decisioning uses account level data to automatically drive treatment decisions that consider each customer from a risk perspective, a program perspective (low income, senior, etc.), a preference perspective (language, channel, etc.) and a process perspective. This ensures customers are given a tailored message, all pertinent information, and are offered the services needed to manage their debt. Customer responsiveness is measured from the last interaction, helping mould the next message and service generated. It's fully integrated with kurteus' Unified Communications and Self-Management technologies, delivering a complete package of risk assessment, treatment decisioning and execution. Features: Outcomes:
Technology
Whether you use kurteus™ to manage your entire portfolio or apply it to a more focused area, the Talkonomics™ Process is the engine running under the hood. These are the technologies used by the Talkonomics™ Process: Risk Response Treatment Decisioning Customer risk is constantly in flux, often changing by the day. Risk Response Decisioning measures each customer daily, ensuring treatments are continuously in sync with account-level risk. Time Zero Intelligence We realize how frustrating it can be to get access to timely and relevant business reports. To make good decisions, you need access to live reports that show you what’s happening now, in ‘time-zero’. Furthermore, you need to be able to manipulate your reports to look at them from a myriad of perspectives. In short, a canned month-end report just won’t cut it. Kurteus offers a dashboard that delivers live, time-zero reporting that users can easily manipulate. Account Level Segmentation Strategies At every utility, there are ...
