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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:
- Drag and drop business rules interface for easy configuration
- Model-based framework allows you to run multiple process configurations at a time
- Simulate configurations before deployment
- Easily manage messaging and service options
- Integrated with Time Zero Intelligence for detailed process reporting
- Create a customized customer experience by easily adding sub-messaging and additional services tied to unique account attributes
Outcomes:
- Catch risky accounts sooner, diminishing charge-off balances
- Gain understanding of and reduce the cost to serve each customer
- Free manual resources to focus on higher-value work items
