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Kurteus provides a simple platform for segmenting hard to manage customer types and applying customized treatments to them. This is a high-value feature since many hard to manage accounts aren’t adequately addressed by traditional treatment methods and wind up being charged-off. Furthermore, they’re expensive to manage as they move through the portfolio, requiring repeated treatments.

We call these segmentation strategies ‘programs’, and once configured, they become part of the Time Zero dashboard to be included in business intelligence analytics.

Along with the ability to segment and treat based on any data attribute within your systems of record, Kurteus has some out-of-the-box strategies that address many of the common difficult account types found in utilities. Here are a few of them:

Reactivation

Kurteus can identify and manage instances where customers have avoided debt by closing their account and opening a new one without paying the outstanding balance.

Features:

• Matching algorithms run often for data currency
• Options for integration into treatment processes
• Standard reporting with customization options
• Track payment performance of transferred debt

Outcomes:

• Recover previously lost revenue, avoiding charge-offs
• Use at account initiation to catch fraudulent and/or accidental ‘reactivators’
• Constant improvement of proprietary algorithms

Non Contactable

This program is designed to ensure that contact information is up to date, keeping the lines of communication open.

Features:

• Constant scanning for information gaps/errors
• Automatically reconciles contact information
• Tests to verify validity
• Tracks accounts and receivables of Non Contactable accounts
• Option to leverage returned mail

Outcomes:

• Avoid charge-offs associated with Non Contactable accounts
• Portfolio replete with accurate customer contact information

Low Income

Identifies and communicates with low income customers. Includes customized solutions to fit within specific regulatory environments and/or company policies.

Features:

• Option to proactively identify and communicate with low income customers
• Offer customized messaging and service options
• Customized treatment paths
• Integrated with Time Zero dashboard for reporting of customer trends and performance rates

Outcomes:

• Improve performance of low income accounts
• Adhere to regulatory mandates and company policies
• Increase/optimize enrolment in special assistance programs

Payment Arrangement

Designed to handle the entire payment arrangement lifecycle without the need for CSR intervention, Kurteus supports multiple payment arrangement policies across all customer segments.

Features:

• Customer self-management via web or voice channels
• Ability to negotiate terms through user-defined parameters
• Reminder communications throughout arrangement lifecycle
• Integrated into Time Zero dashboard for reporting and performance monitoring

Outcomes:

• Consistent arrangement treatment for all customers
• Avoid unnecessary customer care costs
• Easily audit for reporting to regulators