SERVICES CATALOGUE

for the energy sector

2018

bringing you closer to your customers

SERVICE OPTIONS AS DISTINCTIVE AS YOUIsn’t it marvellous that as customers we all have more choice than ever before. For you, this means delivering exceptional service at all times becomes vital, whether you’re big or small, established or new.

We understand this challenge. That’s why we’re set up to help whenever and however you need us. Be it a temporary need or a longer term strategic aspiration, we’ll step in as and when you need us to, helping keep your customer-facing service levels consistently high.

We can provide either a selection of services or a complete outsourced solution to support your customer facing operations.

Your customers are at the heart of our agile and tailored solutions; we deliver compliant and specialist services designed specifically for energy companies that build customer trust and deliver results.

A chosen partner to 38 UK utility companies, we truly understand your challenges and your customers’ evolving expectations. Simply choose the right options for you from our award-winning selection of services, and we commit to enrich customer experience, deliver leading results and protect your brand as if it is our own.

CUSTOMER CONTACT & ENGAGEMENT 5

• ONBOARDING CUSTOMERS 6 • CUSTOMER CARE 7• CUSTOMER RETENTION 8• OUT OF HOURS 24/7 9• ENGAGEMENT IN THE FIELD 10

DEBT COLLECTION & REVENUE PROTECTION 13

• PRE / EARLY ARREARS 14• DEBT COLLECTION AGENCY SERVICES 15• WARRANT, DISCONNECTION & RECONNECTION 16• ENERGY THEFT INVESTIGATION 17

BILLING & CRM SOFTWARE 21

• NEXT GENERATION MULTI-UTILITY SOFTWARE 22

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In an increasingly competitive sector, where customer expectations are evolving, delivering stand out customer service is a key way to differentiate and foster loyalty, recommendation and trust. That’s where we can help.

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Ensuring a trouble-free switching experience

In the energy sector, switching numbers continue to surge. Despite two thirds of us using price comparison sites, there may be points along the way where things don’t go quite as expected and customers need to interact directly with you. This is where our friendly team can help.

Our energy acquisition specialists, backed by our sector specific systems, guide your customers through the switch process from the first enquiry through to sign up; providing great multi-channel service and optimising speed and ease to minimise drop out.

ONBOARDING CUSTOMERS

A scalable service that supports your growth

• Helpingyoucreatetherightfirstimpression• Mitigatingswitchingerrorsandunexpecteddelays• Proactivelyhelpingcustomersnavigatethroughtheprocess• Highlyexperiencedinusingmanysectorspecialistsystems

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“My new supplier took on too many new customers without the infrastructure to deal with them.

The resulting poor service has been extremely frustrating.”

DID YOU KNOW?Only 50% of customers describe their switching experience as smooth

and simple.*

* Source: Retaining Customers in a World of Choice Research 2017.The

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CUSTOMER CAREWith intensifying competition, great customer service can help you stand out. But this isn’t always simple, especially in times of peak demand. Be it a strategic or tactical need, we can support your stretched in-house teams or provide a complete outsourced solution.

Highly experienced in utility sector billing and contacts, we engage customers via their preferred channels, delivering quality interactions at every touchpoint. Through our investment in people and technology, our teams can help you reduce call waiting times, improve online responsiveness, deliver your digital programmes and drive customer satisfaction via a one and done service.

“I had an on-going billing issue that I needed to talk to my supplier about. I never got to speak to the same person

and no-one seemed to want to take ownership of my problem.”

Living up to your customer promises

Our people, your brand ambassadors

• UKonshoreoperation• Empowered,helpfulsectorspecialistadvisors• Insightandexperiencetodriveinnovation• Skilledinproactivelyspottingissuesbeforecircumstancesescalate

DID YOU KNOW?33% of people

told us they’d switch supplier as a protest against

poor service.*

* Source: Retaining Customers in a World of Choice Research 2017. 7 The

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8 Value exiting customers

“As a customer, I shouldn’t have to constantly switch. Customers who are loyal

should benefit, not be penalised.”

CUSTOMER RETENTIONWith unprecedented customer choice, retention strategies have never been more crucial. Our retention teams are primed to meet the challenge. Be it proactive switching prevention, contract renewal or simply looking after those customers who do leave; our teams are both experienced and highly skilled - with a deep understanding of switching motivators, dissatisfaction drivers, objection handling and delighting customers.

We engage so more of your customers choose to stay, and those that don’t, leave with a positive final impression…after all you never know when they might return.

DID YOU KNOW?40% of consumers say their supplier made no

effort to retain their custom when they decided

to leave.*An experienced energy customer retention team

• Helpingyouunderstandandactonswitchingmotivators• Proactiveandtargetedcommunicationstoretaincustom• Creatingagoodfinalimpressionthroughouttheexitingprocess

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* Source: Retaining Customers in a World of Choice Research 2017.

OUT OF HOURS 24/7Customer supply issues can happen at any time. Should a meter or pre-payment card/key be faulty for example, or if there is an unexpected top up matter, customers may expect to be able to call you for advice, day or night. An out of hours helpline enables you to be there around the clock; taking ownership, supporting customers and providing a branded experience.

The infrastructure needed may not fit in your business model; that’s where we step in. Vastly experienced in handling triage type utilities calls, we identify the issue, liaise with third parties, keep customers updated, ensure closure and can even arrange emergency accommodation if needed. All this is achievable via an affordable pay per contact solution.

“I wasn’t sure what to do when my top-up key wouldn’t work and my supplier’s call

centre was closed. It would have been really helpful if they’d picked up the phone

and offered me some advice.”

Be there, day or night 9

OUT OF HOURS: NOT JUST FOR IMMEDIATE CONCERNS

Customers increasingly expect to be able to contact you when it suits them. We can

support you to move to 24/7 customer service, so you’re on hand to answer any of

your customers’ questions, day or night.

Helping you to go the extra mile

• Brandedserviceoutofhours• Accesstooutofhoursexpertisewithoutheavyinvestment• Takeownershipforhelpingcustomerswhenevertheyneedyou• Servicesupportedbyleadingdecisiontreesoftware

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Great customer relationships rely on engaging all customers, even the most hard to reach. This can be a tough task from the office alone. Stepping out into the community and connecting with people face to face can make a real impact.

Here at Echo, our Field Liaison Unit does just that. Be it meeting customers on a one to one basis, attending events or handling wider community initiatives, our people can help you really connect with your customers at a time and place to suit them.

“Often I find paperwork such as bills and official letters

confusing and daunting, my health also means I find it difficult to get out. I wish

my suppliers were more understanding and could

come and see me to help me make sense of it all and sort my

payments out.”

Reaching out to your customers and communities

ENGAGEMENT IN THE FIELD

DID YOU KNOW?95% of people

don’t realise utility companies could support them with a

home visit if needed.*

Field services that build positive relationships

affordability | vulnerability | reconnection

• Vulnerablecustomerhomevisits• Buildingthirdpartyrelationships• Re-connectingwithregisteredbillpayers• Raisingawarenessofcustomersupportschemes• Deliveredviaateamofempatheticandunderstandingcustomerservicespecialists

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*Counting the Cost of Debt Recovery Research 2018

FIND OUT MORE ABOUT OUR CUSTOMER CONTACT AND ENGAGEMENT SERVICES...get in touch:0845 12 12 122ask@echo-ms.comwww.echo-ms.com

DEBT COLLECTION & REVENUE PROTECTION

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In a changing world where debt is quite rightly seen as an integral part of the customer journey, effective collections strategies have never been more important. Customers must be placed at the heart of operations to improve engagement, protect your brand and collect more. As a customer journey specialist, this is where we excel.

A wholly owned Echo Managed Services business

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Early intervention can be the most effective way to engage and rehabilitate customers who fail to pay bills on time. Often a reminder is all that’s needed to get a customer back on track. Spotting early warning signs and monitoring changes in behaviour can help you act whilst debt is manageable.

We can white label your early arrears function, mirroring your brand and providing customers with a totally seamless brand experience. With our mix of proven debt collection expertise and customer service specialism, you can be sure your customer relationships and brand reputation will be protected as if they were our own.

PRE / EARLY ARREARS

Bridging the gap between service and collections14

“I wish my supplier had noticed me and been willing to help

before things got too bad.”

Operating with a customer service mind-set

• Wehelpyouactsoonertomitigateavoidablecustomerdebt• Wehelpyoualigncustomerexperienceanddebtactivitiescloserthaneverbefore• Wedeployarangeofcosteffectiveonandoff-linecustomercommunications• OuragentsareexpertusersofmultipleenergybillingandCRMplatforms

DID YOU KNOW?Up to 59% of customers

should not be classed as “in debt” in the first place. Arrears occur due to

forgetfulness, inaccurate bills or when payment is withheld at protest.*

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*Counting the Cost of Debt Recovery research 2016

“I missed one payment and had no history of debt – this was obviously an

oversight, yet I got all the standard letters and the charges were ridiculous, all they

were interested in was their money.”Increasing levels of household debt, a time-poor society and avoidable billing errors are all contributing to the mounting debt challenge facing the energy sector. We are here to help.

For us, debt is a natural part of the customer journey. We place customer service at the heart of our DCA operation, engaging your customers and protecting your brand. Supporting each customer with the right and sustainable plan for their circumstances, we are able to help more customers get back on track.

DEBT COLLECTION AGENCY SERVICES

Get to the heart of the matter

DID YOU KNOW?56% of consumers

would switch their provider and recount their story to others if

they were on the end of poor debt recovery procedures.*

* Counting the Cost of Debt Recovery Research 2016

Debt collection. Make a change for the better

• Wepositivelyengagecustomerstorecoverdebt• Identifyingvulnerablecustomersandunderstandingtheirsituation• Anofficeandfieldbasedmulti-channelapproach• Personalisedandtailoredstrategies

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Sometimes as a very last resort, you’ll need to exchange a meter. We’re vastly experienced in this area and focus on engaging sensitively with customers whilst fully understanding circumstances. Our people are passionate about great customer service, even in the most challenging and difficult situations.

What’s more, we have a deep understanding of customer vulnerability, proactively identifying circumstances in the field to ensure you help customers at most need to stay on supply.

Taking informed action in the field

WARRANT ARRANGEMENT & EXECUTION

#SMARTWORLDAlthough smart meters can be

remotely switched over from credit to pre-payment, you’ll still need to

visit to check for vulnerabilities and to notify your customers, and we’re

on hand to help you do this.

From beginning to end, we do it all - from attending

court to obtain a warrant, to liaising with support staff,

right through to managing the meter exchange.

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Meter cheating is growing and generating serious safety concerns, which simply cannot be ignored. It’s also costing suppliers and customers alike. No doubt, it’s an issue you’re all too aware of, but with the SMART meter roll out in full swing, truly tackling theft can seem like an uphill struggle. That’s where we can help.

Our specialist UK wide team are able to respond with urgency when and where they are needed. More than that, our heritage in customer engagement, and experience in debt collection, means that we can provide a complete, rounded and cost effective service to what is a truly pressing concern.

ENERGY THEFT INVESTIGATION

Safeguarding revenues and communities

A full service, from beginning to end

• UKwideschedulinganddeployment• Fullon-siteinvestigation,detectingandremedyingtheftandabstraction• Workingwithyourengineerstoisolatetheissueandmakesafe• Assessingtheftvalueandcommencingpaymentcollection• Obtainingandexecutingwarrantswhereneeded

DID YOU KNOW?Energy theft adds

£20 EXTRAto UK customer bills every year

DID YOU KNOW?Typically 90%

of cases* verify illegal activity

*tip off cases

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FIND OUT MORE ABOUT OUR DEBT COLLECTION & REVENUE PROTECTION SERVICES...get in touch:0845 12 12 122ask@echo-ms.comwww.echo-ms.com

BILLING & CRM SOFTWARE

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2121

Billing & CRM software sits at the very heart of your contact centre. Making the right choice is imperative. Our multi-utility SaaS solution, built on Salesforce, is flexible, scalable and highly configurable. With complete out of the box functionality, our solution not only grows with you it also brings you closer to your customers.

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Echo’s next generation billing software, designed specifically for utilities and their customers, is built on Salesforce, the world’s most secure and scalable enterprise cloud platform.

It provides all the features you need to be compliant and serve your customers efficiently and effectively.

NEXT GENERATION MULTI-UTILITY SOFTWARE

Transform your customer billing22The

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A pioneer customer billing solution

• Deployquickly,scalewithease• Outoftheboxprovenbillingfunctionality• Highlyconfigurableandflexible• AccesstothewiderSalesforceecosystem

Salesforce and AppExchange© are trademarks of salesforce.com, inc., and are used here with permission.

Store your customers data in a single place, helping you to serve your customers better.

Eradicate all your integration headaches via a single data model across

your whole business.

Extend your possibilities with complementary apps from

the Salesforce AppExchange© - the world’s leading business

application marketplace.

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READY FOR A NEW BREED OF CUSTOMER BILLING SOFTWARE?get in touch:0845 12 12 122ask@echo-ms.comwww.echo-ms.com

FOR MOREINFORMATION ONOUR SERVICES...get in touch:0845 12 12 122ask@echo-ms.comwww.echo-ms.com

bringing you closer to your customers