Having satisfied customers drives up our resolution rate
The Director of Customer Receivables at energy company E.ON, sees credit management as an extension of E.ON’s own brand.
E.ON has worked with Intrum for more than 20 years. What is the basis for such a long-running partnership?
“Our shared perspectives on how customers should be treated are a key factor. This is an area where E.ON and Intrum have worked together to increase customer satisfaction for many years. We’re convinced that high levels of customer satisfaction are linked to high resolution rates. Ever since we started working together, our common goal has been to avoid credit posses while at the same time help customers gain control of their finances. It probably all comes down to the fact that Intrum has continually adapted to our unique requirements and needs. Over the years, we’ve improved many aspects of our processes including how we treat customers.”
At what point in the customer journey does Intrum get involved?
“Intrum typically gets involved once we’ve sent a customer an initial reminder. At that point, Intrum’s call centre in Sweden takes over the customer contact. Intrum manages our corporate and private customers.”
How important is the way Intrum treats your customers?
“How our customers are treated is of course extremely important to us, and there should be no difference in expected levels of service if it’s Intrum or ourselves who have contact with customers. Intrum has developed a tailor-made model that’s based on our shared values. It’s all based on the idea that every customer should feel that they are treated with respect and that their credit management solution is reasonable, given their unique situation. Intrum’s focus on responsive and respectful treatment becomes an extension of our own brand.”
The high electricity prices have affected many people. How well-suited is the credit management model for tougher times?
“Intrum’s credit management model is designed to adapt to changing conditions. It takes into account a variety of factors and can be easily adjusted. Customer satisfaction surveys that Intrum conducts every month also give us input on which we can quickly adjust solutions. Currently, with more people concerned about the economy, it’s also important for us as an energy company to inform customers about how they can reduce their energy use. Reducing
your energy use obviously reduces your bill.”
How important is industry knowledge in terms of credit management?
“I see knowledge of the energy industry’s rules and laws as necessary for being able to conduct a good and constructive dialogue with customers. The fact that Intrum staff are able to provide information on electricity legislation, for example, builds confidence. Intrum’s model also adjusts to changing circumstances, such as amendments to legislation. Personally, I also see added value in Intrum’s own monitoring. They continuously provide us with insights and they’re skilled at bringing in relevant specialists from their organisation.”
Intrum’s Annual and Sustainability Report 2022
This content is taken from our Annual and Sustainability Report 2022. You can read the entire report today.
