https://padlet.com/jemma_penkethman/phazfija5hmv 26 September 2018 en-us 2018-09-25 10:54:25 UTC 2024-12-04 07:37:39 UTC hello@padlet.com https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285570829 Hi. ]]> 2018-09-25 15:01:06 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285570829 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285572148 2018-09-25 15:02:29 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285572148 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285651367 Stevo]]> 2018-09-25 16:48:03 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285651367 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285652015 All over it !, ]]> 2018-09-25 16:49:04 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285652015 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285876842 2018-09-26 07:15:05 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285876842 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285877064 2018-09-26 07:15:47 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285877064 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285877201 2018-09-26 07:16:18 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285877201 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285903517 Good morning 

]]> 2018-09-26 08:47:50 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285903517 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928844 System champions in each team
System FAQ
Provide feedback on OIs raised 

]]> 2018-09-26 10:18:12 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928844 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928851 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



]]> 2018-09-26 10:18:12 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928851 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928854 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]]> 2018-09-26 10:18:13 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928854 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928857 Setup during procurement stage (inc. accounts payable) of my account details to increase self serve rates.]]> 2018-09-26 10:18:14 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928857 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928860 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.





]]> 2018-09-26 10:18:15 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928860 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928881 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]]> 2018-09-26 10:18:19 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928881 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928884 Customers to be encouraged and rewarded for supplying self reads and self-serving]]> 2018-09-26 10:18:19 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928884 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928889

]]> 2018-09-26 10:18:20 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928889 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928901 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 ]]> 2018-09-26 10:18:22 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928901 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928940 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

]]> 2018-09-26 10:18:30 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928940 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928942 Billing

]]> 2018-09-26 10:18:30 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928942 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928962

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

]]> 2018-09-26 10:18:35 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928962 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928964 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

]]> 2018-09-26 10:18:35 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928964 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928969 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.



]]> 2018-09-26 10:18:37 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928969 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928982
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

]]> 2018-09-26 10:18:41 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285928982 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929053 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

]]> 2018-09-26 10:18:58 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929053 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929213 2018-09-26 10:19:44 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929213 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929381 Share common issues  raised as IRs incorrectly.]]> 2018-09-26 10:20:34 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929381 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929449 Supply I&C read cards to customers ]]> 2018-09-26 10:20:51 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929449 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929487 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. ]]> 2018-09-26 10:21:00 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929487 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929517  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


]]> 2018-09-26 10:21:10 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929517 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929562 Promote MyBusiness from the very beginning through new connections and sales

]]> 2018-09-26 10:21:21 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929562 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929616 Install smart / mar meters on long term customers like Atos costs can be recovered overa couple of years]]> 2018-09-26 10:21:36 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929616 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929735 use business line academy to share FAQs]]> 2018-09-26 10:22:07 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929735 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929747 Incentivisation of “self—service only” contracts.]]> 2018-09-26 10:22:11 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929747 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929989 Embedding the I&C directory.]]> 2018-09-26 10:23:07 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285929989 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285930134 I&C App - Something like taking a picture of meter and reads]]> 2018-09-26 10:23:44 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285930134 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285930262 Hover links to expand what you are about to do]]> 2018-09-26 10:24:13 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285930262 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285930282 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.]]> 2018-09-26 10:24:18 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285930282 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285930455 Reduce the number of options for adjustments]]> 2018-09-26 10:25:01 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285930455 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285930547 Bill insert to promote MyBusiness]]> 2018-09-26 10:25:14 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285930547 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285930744 Possible introduction of online only contract for large business where MyBusiness can assist to self serve]]> 2018-09-26 10:26:00 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285930744 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285930758 Feed in to training the common issues raised as Jira IRS]]> 2018-09-26 10:26:04 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285930758 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285930901 2018-09-26 10:26:43 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285930901 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285930913 Make it a contractual requirement for a customer / TPI to supply at least 2 reads a year]]> 2018-09-26 10:26:45 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285930913 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931084 Share out JIRA access to all]]> 2018-09-26 10:27:28 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931084 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931167 Add links to email signatures to promote MyBusiness]]> 2018-09-26 10:27:45 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931167 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931229 Introduce team experts like old school BIS]]> 2018-09-26 10:27:58 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931229 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931277 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]]> 2018-09-26 10:28:08 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931277 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931390 Offer an Online only product]]> 2018-09-26 10:28:34 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931390 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931410 Offer incentives to customers who recommend MyBusiness to other companies]]> 2018-09-26 10:28:39 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931410 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931548 Have a JIRA key word search]]> 2018-09-26 10:29:14 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931548 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931553 2018-09-26 10:29:16 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931553 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931594 Put voice messages and auto response on certain mailboxes to promote MyBusiness]]> 2018-09-26 10:29:24 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931594 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931641 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

]]> 2018-09-26 10:29:34 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931641 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931885 Picture of our table

]]> 2018-09-26 10:30:28 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285931885 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932105 2018-09-26 10:31:12 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932105 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932154 26% on Rotten Tomatoes]]> 2018-09-26 10:31:26 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932154 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932167 2018-09-26 10:31:30 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932167 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932202 2018-09-26 10:31:35 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932202 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932272 BILLING ]]> 2018-09-26 10:31:51 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932272 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932276 Table 8]]> 2018-09-26 10:31:51 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932276 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932289 2018-09-26 10:31:54 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932289 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932414 2018-09-26 10:32:20 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932414 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932476 2018-09-26 10:32:30 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932476 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932510 2018-09-26 10:32:38 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932510 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932528 Beautiful people]]> 2018-09-26 10:32:41 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285932528 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285957605 2018-09-26 12:01:09 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285957605 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285971754 Table 12]]> 2018-09-26 12:30:52 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285971754 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285971909 2018-09-26 12:31:11 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285971909 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285971920 In progress]]> 2018-09-26 12:31:12 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285971920 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285972908 2018-09-26 12:33:14 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285972908 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285973123 2018-09-26 12:33:42 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285973123 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285973261 Table Twelve Tower]]> 2018-09-26 12:34:00 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285973261 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285973444 2018-09-26 12:34:22 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285973444 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285973689 2018-09-26 12:34:52 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285973689 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285973908 2018-09-26 12:35:22 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285973908 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285974160 2018-09-26 12:35:55 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285974160 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285974474 2018-09-26 12:36:38 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285974474 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285974795 2018-09-26 12:37:14 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285974795 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285974835 2018-09-26 12:37:19 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285974835 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285975926 2018-09-26 12:39:20 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285975926 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285976975 2018-09-26 12:41:10 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/285976975 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/286000360 2018-09-26 13:21:56 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/286000360 https://padlet.com/jemma_penkethman/phazfija5hmv/wish/286001393 2018-09-26 13:23:19 UTC https://padlet.com/jemma_penkethman/phazfija5hmv/wish/286001393