Case Study: Anglian Water
- Consulting
Business Challenge
In an industry where customers have no choice of supply and utilities do not have the ability to disconnect services, water companies face unique challenges in the consumer marketplace. This makes collections in this industry a key function in order to manage bad debt. Water companies need to have a highly targeted collections strategy and the ability to carry out collections activities at maximum speed and minimal cost. Anglian Water wanted to substantiate the potential business benefits so it could secure investment and continue the transformation of its existing operation and processes.
The Decision Analytics answer
Following the implementation of Experian’s Tallyman collections management system, Anglian Water invited Experian to carry out a consulting review of its end-to-end collections processes. The scope of the review covered collections functions across the organisation, including a review of policy, strategies and processes for early and late collections and litigation. It also looked at additional ways in which the client could leverage its investment in the Tallyman collections system. The main deliverable was a detailed report which highlighted opportunities to enhance capabilities in all areas and what level of investment would be required to realise the benefits identified.
The Benefits
- Increase efficiency and reduce costs by further leveraging the existing infrastructure and maximising resource use through streamlining and automating processes
- Enhance decisioning with a more analytical approach to collections strategy
- Improve case load targeting with scorecards within the collections process to prioritise cases
- Reduce debt ageing and target risk groups using a decision engine to implement scorecards and segmentation for accurate strategy
- Improve the customer experience for lower risk segments by appropriate targeting of collections actions
- Reduce provisioning and bad debt with more effective collections activities
“Experian is a trusted partner to our company and we looked to them to give us the market leading technology and business consulting expertise we needed for our business. The business review identified opportunities, ensured we understand the potential benefits and created a roadmap to leverage these opportunities across our organisation.”
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