Energy retailer saves $5.1 million through credit management and knowledge system optimization

$3.2 million reduction in bad debts

96.5% increase in compliance quality targets

20% reduction in average call handling times

The client

One of Australia's largest retailers in the energy and gas industry.

The challenge

To address these challenges, Probe CX implemented two comprehensive solutions:

Probe CX implemented a multi-phase approach to credit and collections management:

As the client was expanding their operations and entering a new energy market, they encountered several issues. These included:

• Maintaining consistent and up-to-date information
• Ensuring correct processes for both front-of-house customer interactions and back-of-house administrative transactions
• Providing top-tier customer service in a highly competitive market
• Reducing data entry errors
• Increasing overall efficiency and workload traceability.

The solution

To address these challenges, Probe CX implemented two comprehensive solutions:

Probe CX implemented a multi-phase approach to credit and collections management:

• PHASE 1: Probe CX onboarded and trained 45 customer solution specialists to handle outbound and inbound early collection calls. Training focused on maximizing collection while maintaining empathy and sensitivity towards debtors’ situations.
• PHASE 2: Probe CX expanded the team to over 150 employees. This larger team supported 26 additional back-of-house transaction types, including portfolio management, credit card payments, direct debit management, disconnections, pre-mercantile correspondence and deceased estates.
• PHASE 3: Probe CX identified that a significant amount of debt came from customers in lower socio-economic areas. To address this, Probe CX created a trial workflow with a revised communication strategy specifically for these customers. The results of this trial were presented in monthly client workshops to decide on its continuation, adjustment or termination.

Probe CX conducted a comprehensive review of all knowledge articles and training content. This extensive project involved deploying five full-time process associates to author new documents.

Over five months, Probe CX mapped, reviewed and streamlined 1,682 processes, while also revising styles and standards for knowledge management. Once completed, Probe CX integrated the optimized knowledge management system into all new training and coaching sessions, ensuring its use in daily operations.