Industries · Utilities & Energy
Billing, debt and priority services - assured across every contact.
Utility customers contact their supplier when something has gone wrong: a bill they do not understand, a payment they cannot make, a supply issue. Regulators expect suppliers to identify customers in vulnerable circumstances, offer affordability support and treat people fairly in debt. Better Outcomes evaluates those conversations against the outcome the customer received and connects them to the account record.
What changes
How Better Outcomes applies in utilities & energy.
- 01
Affordability support actually offered
Debt and payment conversations are checked for whether support options were explained and agreed, across the population rather than a sample.
- 02
Priority services register handling
Disclosures that should trigger priority services or additional support are surfaced where the record shows no action.
- 03
Repeat contact on billing
Journey evidence shows which bills, letters and journey stages generate repeat contact and where the communication, not the adviser, is the cause.
In practice
An energy supplier reviewing debt conversations
- 01
Better Outcomes assesses every debt and payment-plan call against criteria for affordability discussion, support offered and understanding confirmed.
- 02
Indicators of potential vulnerability in what customers say are matched against the priority-services record and surfaced where nothing was recorded.
- 03
Specialist teams work from a prioritised review population; handling consistency is tracked across teams over time.
Illustrative scenario · Real Better Outcomes screen · Shown with test data
For your teams
The use cases that matter most in this sector.
Related solutions
Detailed pages on the specific outcomes organisations in this sector need to evidence.
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Show us one representative customer journey.
Bring one representative customer journey and we'll show how Better Outcomes could assess it across interactions, CRM evidence and customer outcomes. No customer data is required for the first session.