EDF Energy - customer management
EDF Energy is one of the largest energy companies in the UK, generating around seven per cent of the UK's electricity, and employing nearly 13,000 people. Over a quarter of the UK population depends on EDF Energy for their electricity.
It is easy to forget that not so long ago, there was no such thing as choice and competition in the utility market. As the market deregulated in the 1990s and customers began switching suppliers, the processes to govern this dynamic was not well established. Exacerbating the problem was the fact that there were many new suppliers, some of who struggled to meet the demands of the task, and so retrospectively it is not surprising that there were problems.
Over recent years, the remaining market has consolidated and settled down. One of the biggest organisations to emerge from the melee is EDF Energy and it has worked hard to perfect the process of acquiring and welcoming new customers.
There were three main objectives to the EDF Energy project; to reduce fraudulent contracts, reduce customer churn, and to improve customer service
Since the rostrvm OutBound dialler was installed it has enabled the team to call customers proactively to resolve any issues that exist within a contract that may stop it from activating an account on the customer billing system
The new process has introduced financial gains whereas previously it took up to several days to process the customer, now the customer's details are added to the contract processing system as soon as they agree to join EDF Energy
"We have found that
customers like to be called back at a certain time to discuss the
contract in more detail. This gives them the comfort of being able
to talk everything through at a time that suits them. "
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