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Table Twelve Tower

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In progress

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Table 12

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Beautiful people

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Table 8

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BILLING

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26% on Rotten Tomatoes

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Picture of our table

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make it easier to for peopl to know what the user errors are and how to fix them’ could there be a list of all the examples so peopl could easilycheck then understand how to fix

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Put voice messages and auto response on certain mailboxes to promote MyBusiness

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Have a JIRA key word search

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Offer incentives to customers who recommend MyBusiness to other companies

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Offer an Online only product

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Give advisors the time to supervisor a customer using the self serve portals to make sure they know what is there and the info required

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Introduce team experts like old school BIS

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Add links to email signatures to promote MyBusiness

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Share out JIRA access to all

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Make it a contractual requirement for a customer / TPI to supply at least 2 reads a year

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Feed in to training the common issues raised as Jira IRS

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Possible introduction of online only contract for large business where MyBusiness can assist to self serve

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Bill insert to promote MyBusiness

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Reduce the number of options for adjustments

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Promoting the my account service, adverts etc additional info on the website e.g. how to videos. Promote to our current users regarding the upgrade and benefits of this.

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Hover links to expand what you are about to do

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I&C App - Something like taking a picture of meter and reads

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Embedding the I&C directory.

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Incentivisation of “self—service only” contracts.

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use business line academy to share FAQs

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Install smart / mar meters on long term customers like Atos costs can be recovered overa couple of years

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Promote MyBusiness from the very beginning through new connections and sales

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The system supports messaging between teams via To Dos. As far as we’re aware this functionality isn’t used, but with small changes to user set ups, this could probably be utilised.
My campus is used for work instructions to undertake specific tasks, can we track user numbers of these, to measure how they’re being used.
Make sure everyone adds notes to accounts to explain what actions they’ve taken, this assists an advisor who picks up a follow up query on the account.
System changes to support an easier visibility of notes on an account and maybe have a footprint of actions taken by a user

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Expand on the I&C directory, link specialists to customers. Create cross department communications to establish expertise in all areas.
Use to dos to hand over tasks through the customer experience. Create visibility of  progression and which area the task currently sits with.
Use the directory to establish where the customer currently sits within I&C.

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Supply I&C read cards to customers

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Share common issues  raised as IRs incorrectly.

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Auto flag for last actual read CC&B alerts
Get future site contact for reads
Correct meter profiles
Educate customers on how third party dc and mop

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Make it stable
User friendly
Full download bills
Advertise on phone line and invoices
Respond to customers via my business
Send specific links for queries
Sales promoting it during gains
Replicate easy online for NHH customers
Live chat integrated into my business
Incentive for customers and users to promote and use it
Webinars for our framework customers
My business experts within contact
TCS Training for email teams

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Notes need to be made clearer
Onshore staff to ensure clear notes are documented on the system so history of the account is clearly identified this will ensure any edf advisor can understand what has happened on the account to be able to assist with the customers query instead of pass offs to other departments, this will encourage first time resolution as we will mean we are doing the basis brilliantly

Billing to work closer to idam to ensure flows updating the status of supplies are actioned in the system, allowing billing to be finalised and accounts to be closed in a timely manner.

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Projects bringing people from different areas together example team 3000

Virtual teams

Knowing who people are I.e photos on link

Spending days with other departments

WILO (LEAN technique) using calendar effectively to take time out for other areas

Updated phonebook  directory so people know what others do

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Customer Engagement
Root cause analysis of large nhh customer portfolios
Get the right site contacts and access details at point of sale
Provide league tables to help customer incentivise their site to provide customer reads
Contact staff to encourage receipt of actual data from customers and confirm correct site contacts and access
Provide customers with an avenue to provide correct contact details on my.business
Encourage EFS to invest in software to dial third party meters
Make sure correct agents are appointed from the start of the contract, point of sale, to avoid data gaps while corrections take place
Provide an option to support customers with the cost of BT line installation for large amr contracts, build into rate
Find a way to build better personal customer relationships in the long term as this will support a quicker turnaround of corrections as we personally know the portfolios and site restrictions and requirements
Educate customers at point of sale ie Additional resource from service to support customer education at point of sale. Ie educating customers around when to provide reads to make sure they are used

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Billing

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Using every opportunity to speak to the customer
Making the owed debt more visible
Use of MyBusiness
Sharing of the Top X customers so eveyone is aware of who we need to chase
Engage with Sales - Do we want to supply customers who don’t pay?
Higher uplift on late payers and bigger discount for Direct Debit to keep the customers in line!
Understanding the customers needs better so that we can understand or bypass delays.
Ensure Consildated Billing is only available of 14day DD
Allowing all team to do the right thing so account billing correctly and on time so the bills aren’t delayed.
Clear and consistent notes across the business so we know of any issues
Being able to put notes on a customer level, which cascades to individual accounts.
Understanding rebills

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1 accurate bills
2 customer contact - tell customer there is a current balance on the account
3 get contact details
4 quick resolution times to their queries and complaints
5 accurate data and obtaining customer reads if long history of estimates
6 account set up correct
7 sales understanding what I&C operations need
8 work closer with our industry partners
9 more communication across I&C
10 more self serving for customers

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Customers to be encouraged and rewarded for supplying self reads and self-serving

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Setup during procurement stage (inc. accounts payable) of my account details to increase self serve rates.

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More reliable and stable
Advertise on the  invoice
Add to our signatures
Advise on the phone
Mention it on live chat
More adaptable to customer needs
Floor training and support step by step guides
Sales promote it during the start of the contract and renewal
An easy access user guide from the actual portal
Broader internet browsers compatability

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Create a triage list, have BIS individuals, mycampus error  list, huddle pack tips, fact sheet, JIRA upskilling, technique BSU has used to improve their knowledge gaps

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Training to enable more to hold discussions of debt
Focus on smaller values
Collections to be built in priorities for ospsTRIAGE
Contact to start asking for payments (responses to emails)
Visibility of route cause
Automated card payment system
Inbound contact (offer DD)
Preferetial tarriff
Pay through My Business

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Every call should be asking customers for meter readings.
Provide photographic evidence of readings so it could be sent to dcs
Increase readings via my business
Strenthen our relationship with dc agents
Improve a process for submitting site contact details
Regular contact with customer via email or mybusiness  to remind its time for a read
Flags and alerts in Ccb on problem accounts, e.g. no reads for a while
If more than 6/9 months since last reading, add a mill message highlighted for additional visibility, to the invoice.
Stricter agent management and hold agents to account if under performing.

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System champions in each team
System FAQ
Provide feedback on OIs raised

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Good morning

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All over it !,

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Stevo

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Hi.