Understand Accounts Receivable Performance & What Metrics to Track This free whitepaper will give you a better understanding of:
If you build it, they will come. It worked for Kevin Costner in Field of Dreams. Unfortunately, when it comes to delivering self-management functionality to customers, this approach is not as effective. Obviously, building customer self-service functionality is a key component, but it isn’t the end-point in providing exceptional customer experiences. The model used to deliver the services to your customer is as important as the functionality. Many utilities are experiencing low customer uptake on their new, state-of-the-art self-service offerings. Why is that? The two most common explanations are: 1) The customer base is not embracing technology 2) Customers would rather deal with live agents Let’s explore both of those explanations and then a third, more plausible reason for why many customer self-service initiatives don't gain the traction that was anticipated. Customers are eager to embrace technology to fulfill their service needs. But here’s the catch: only if it’s easily accessible and simple to use. Just look at the financial industry as proof – think about how you do the majority of your banking. Likely, it’s done over the internet or on your smartphone. Now think about why you use the internet or smartphone for banking instead of a phone-based agent or live teller. It’s easier. It’s more ...
With the proliferation of data-enabling technologies, customers are demanding more sophisticated methods of engaging with utilities to fulfill their service needs. kurteus™ helps utilities provide their customers with the information they need, in the right context, with the required tools to ensure an enjoyable and productive self-service experience. The self-service functionality is fully-integrated with the Talkonimics™ Process, allowing utilities to proactively identify and fulfill individual customer service needs. This is inherently different than most self-service models, where it is incumbent upon the customer to seek-out services on their own when a need arises. Each customer interaction is based on a four-point feedback loop. This feedback loop provides a customer experience that makes self-service simple and accessible. Action-inspiring information is provided in the right context along with the tools that allow the customer to take action in that moment. The customer experience remains constant across all channels, regardless of whether the customer initiates the conversation, or the utility does. Information It is impossible to deliver an effective customer experience if you can't provide the information needed to take action. Upon every interaction, kurteus™ dynamically generates a message containing customized information for ...
kurteus™ is designed to provide business practitioners with simple yet powerful tools that deliver the three core elements required to improve business performance: insights, action and measurement. Insight Without insights, it’s virtually impossible to improve business performance. For business users, accessing timely and relevant data with which to glean insights is often a difficult and frustrating process. With this in mind, we developed an insight-generating dashboard that provides a simple-to-use yet extremely flexible interface. Real-time financial information, process information and operational information is readily accessible in many perspectives. The dashboard allows users to peer at their business from a high level, drilling down in any area to quickly identify process bottlenecks and inefficiencies, view the cost of operations versus financial yields and identify performance opportunities. It’s easy to gain context by manipulating the information from a myriad of segmentation and comparative perspectives. With the click of a mouse, the data can be segmented by market, by geography, by risk classes, by process parameters and by virtually any special customer status you store within your systems of record. This makes it easy to identify work drivers, understand the effects of ...
kurteus™ delivers three measurable business outcomes in the areas of Financial Debt, Cost-to-Serve and Customer Satisfaction. Financial Debt The Talkonomics™ Process is designed specifically to reduce the average debt carried forward by utility customers. Through targeted, proactive treatment, kurteus™ increases cash flow in the active and inactive portfolios while reducing gross charge-offs. The agency management toolset ensures third party collection agencies maximize recoveries, reducing net charge-offs. Cost-to-Serve The Talkonomics™ Process enables utilities to significantly reduce the overall cost-to-serve each customer while interacting with a wider range of the portfolio at more regular intervals. This is achieved through a combination of smart, account-level business process decisioning, inline functional optimization and customer participation. By providing customers with the right information in the right context and the self-management tools required to take action, utilities avoid costly treatments in the form of CSR interactions, field interactions and notices. The inline functional optimization ensures that costly resources are used efficiently on the customers that pose the most significant risk. Customer Satisfaction The Talkonomics™ Process encourages customers to participate in managing their own ...
