Esson Utilities - Customer Service Solutions

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1 Expert insight and solutions for the Utilities market

2 Equifax helps water and energy providers make better informed decisions at every stage of the customer relationship. We understand the many challenges facing your sector today, including regulatory requirements, increasing competition in supply, and the need to achieve cost efficiencies to remain profitable. As a result, the need to better identify, target and manage customers has never been more important. EQUIFAX UTILITIES SOLUTIONS

3 We can help you build a complete view of your customers and you can use this insight to: Understand and identify who your customers are and where they live Treat customers fairly (using the insight within your processes) Help identify those customers who may be financially vulnerable Create effective and appropriate collections strategies Protect revenue by offering the correct tariff or payment terms IDENTIFY UNDERSTAND TARGET MANAGE EQUIFAX UTILITIES SOLUTIONS

4 Insight, knowledge and understanding to address your challenges READ MORE...

5 Equifax has extensive knowledge and understanding of working with the energy sector. We understand the challenges facing your industry and have a suite of products and solutions to address the following issues: Issue and Cause Equifax can provide Benefit Poor quality or incomplete data leading to inaccurate decisions and multiple accounts for one individual Lack of customer data at point of customer boarding VOIDs or unbilled properties result in lost revenue Lack of comprehensive view of properties or property ownership: person, house or business Verification of customer data at point of application or boarding for changes of tenancies Enhancement and enrichment of data held on existing customer base Identification of demolished and empty properties Knowledge of household composition Occupier information and move in/out dates Assist with prevention of bad debt by more informed decision-making at point of boarding More effective customer contact during customer lifecycle Increased take-up of paperless billing and promotional offers Improved collections and recoveries More accurate reporting of debt Income generation from unbilled properties Increase possible collections Customer churn Change of tenancy Customer retention Increasing competition Ease of switch Timely notification of customer movements Identification of customer address move in/move out and dates Improved customer retention Accuracy of reporting Reduction in bad debt First person fraud Lack of checks at point of application Difficult to discover or prove fraud False notification of customer movements Few data-sharing initiatives The regulatory environment and supporting legislation is changing with a greater focus on treating customers fairly and protecting vulnerable customers SME and corporate bad debt Lack of customer data at boarding and throughout customer journey Residential bad debt Reputational and financial cost of force-fitting meters Verification of customer data Identification of changes in a customer s circumstances Increase sharing of known fraud data amongst utility providers and wider credit industry to enhance data availability Insight to help create informed and focused customer strategies to ensure appropriate treatment at all stages of the customer lifecycle Insight to help assess those customers who may be financially vulnerable Provision of blended consumer and commercial data to provide cleansing and enrichment of business customers, evaluation of credit risk, monitoring and alerts Confirm residency of customers Evaluate ability and propensity to repay Insight to assess where is most appropriate to target collection activity and who it may be appropriate to litigate Assess and reduce exposure to risk of fraud Reduce cost to serve by mitigating against losses through fraud Help to differentiate the can t pays from the won t pays and develop appropriate payment and collections strategies Ensure customers are treated fairly Retain or improve positive customer satisfaction ratings Reduced losses within business customer base due to fraud, changes of tenancies and poor credit risk Reduction in age and value of bad debt Reduce the cost of collections Increased accuracy of bad debt reporting For more information on Equifax Utilities Solutions for the energy sector, please contact your Account Manager, call or us at ukmarketing@equifax.com Equifax Limited is registered in England with Registered No Registered Office: Capital House, 25 Chapel Street, London NW1 5DS. Equifax Limited is authorised and regulated by the Financial Conduct Authority.

6 Extensive data to find the best prospective customers READ MORE...

7 With our extensive data, we can help you find the best prospective customers for your business. Prospecting and Marketing We can help you: Analyse your prospect data and prioritise those individuals most suitable for your product instead of most likely to buy Identify who to target, and when and how to communicate with them for the best return on your marketing spend Make the most of your customer data by eliminating errors and filling in any gaps Account opening Our wealth of insight can help you verify and authenticate your customers, and evaluate creditworthiness, helping reduce risk at account boarding and allowing you to identify and offer the correct tariff or create the best payment plan based on the customer s individual circumstances. Customer Management We can provide you with an informed view of your customers, allowing a better understanding of their needs, requirements, likely behaviour and associated risks at every stage of their journey. Collections and Recoveries Our insights will help you profile and segment customers, assess their ability to pay, or their propensity to repay debt, and debt prioritisation. This can hellp you create the most effective collection strategies, reduce the cost of collection and help compliance requirements for treating customers fairly. For more information on Equifax Utilities Solutions for the energy sector, please contact your Account Manager, call or us at ukmarketing@equifax.com Equifax Limited is registered in England with Registered No Registered Office: Capital House, 25 Chapel Street, London NW1 5DS. Equifax Limited is authorised and regulated by the Financial Conduct Authority.

8 Identify, understand and manage Make more informed decisions READ MORE...

9 This table summarises how we can help you identify, understand, target and manage your customers leading to better informed decision-making at each stage of the customer journey. Issue and Cause Equifax can provide Benefit Poor quality or incomplete data leading to inaccurate decisions and multiple accounts for one individual Lack of customer data at point of customer boarding VOIDs or unbilled properties result in lost revenue Lack of comprehensive view of properties or property ownership: person, house or business Change of tenancy Increasing competition Timely notification of customer movements First person fraud Lack of checks at point of application Difficult to discover or prove fraud False notification of customer movements Few data-sharing initiatives The regulatory environment and supporting legislation is changing with a greater focus on treating customers fairly and protecting vulnerable customers SME and corporate bad debt Lack of customer data at boarding and throughout customer journey Residential bad debt Inability to cut customers off, or rate for risk Verification of customer data at point of application or boarding for changes of tenancies Enhancement and enrichment of data held on existing customer base Identification of demolished and empty properties Knowledge of household composition Occupier information and move in/out dates Identification of customer address and move in/move out dates Verification of customer data Identification of changes in a customer s circumstances Increase sharing of known fraud data amongst utility providers and wider credit industry to enhance data availability Insight to help create informed and focused customer strategies to ensure appropriate treatment at all stages of the customer lifecycle Insight to help assess those customers who may be financially vulnerable Provision of blended consumer and commercial data to provide cleansing and enrichment of business customers, evaluation of credit risk, monitoring and alerts Confirm residency of customers Evaluate ability and propensity to repay Insight to assess where is most appropriate to target collection activity and who it may be appropriate to litigate Assist with prevention of bad debt by more informed decision-making at point of boarding More effective customer contact during customer lifecycle Increased take-up of paperless billing and promotional offers Improved collections and recoveries More accurate reporting of debt Income generation from unbilled properties Increase possible collections Accuracy of reporting Reduction in bad debt Assess and reduce exposure to risk of fraud Reduce cost to serve by mitigating against losses through fraud Help to differentiate the can t pays from the won t pays and develop appropriate payment and collections strategies Ensure customers are treated fairly Retain or improve positive customer satisfaction ratings Reduced losses within business customer base due to fraud, changes of tenancies and poor credit risk Reduction in age and value of bad debt Reduce the cost of collections Increased accuracy of bad debt reporting For more information on Equifax Utilities Solutions for the water sector, please contact your Account Manager, call or us at ukmarketing@equifax.com Equifax Limited is registered in England with Registered No Registered Office: Capital House, 25 Chapel Street, London NW1 5DS. Equifax Limited is authorised and regulated by the Financial Conduct Authority.

10 Understand and manage your customers READ MORE...

11 Equifax can help you and understand and manage your customers more effectively. We can help you make the most of your data, reduce errors and fill in gaps. Account Opening Our insights can provide verification and authentication of your customers to reduce the risk at new account set-up and allow you to offer the best payment plan and terms based on the customer s individual circumstances. Customer Management We can provide you with an informed view of your customers, allowing a better understanding of their needs, requirements,likely behaviour and associated risks at every stage of their journey. Collections and Recoveries We can help you to better profile and segment customers, create the most effective collection strategies, reduce the cost of collection and help meet compliance requirements for treating customers fairly. For more information on Equifax Utilities Solutions for the water sector, please contact your Account Manager, call or us at ukmarketing@equifax.com Equifax Limited is registered in England with Registered No Registered Office: Capital House, 25 Chapel Street, London NW1 5DS. Equifax Limited is authorised and regulated by the Financial Conduct Authority.

12 154/ With a dedicated Utilities team, we can provide you with expert insight into better understanding, targeting and managing your customers. For more information on Equifax Utilities Solutions, please contact your Account Manager or us at: ukmarketing@equifax.com Equifax Limited is registered in England with Registered No Registered Office: Capital House, 25 Chapel Street, London NW1 5DS. Equifax Limited is authorised and regulated by the Financial Conduct Authority.