Customer Success Story
Empowering West Coast Utility: Innovative Low-income Program Outreach
The Challenge
The utility company found itself ensnared in a web of regulations that prohibited direct contact with customers via voice on their cell phones. This posed a significant hurdle in effectively notifying eligible customers about the low-income program. The challenge didn’t stop there; they also desired to increase awareness of this program, making it accessible to those who needed it most.
The Solution
To tackle these multifaceted challenges, the West Coast Utility Company sought the expertise of TSI, a trusted partner with a track record of creative problem-solving. The solution devised was ingenious in its simplicity and effectiveness.
- Data Filtering: Each month, TSI received a file containing approximately 100,000 accounts from the utility company. This data was meticulously filtered, sorting accounts based on the type of phone number they had. Those with cell phones were earmarked for a text message, while those with landlines were designated for a voice message.
- Outreach Campaign: Over a two-day period, TSI executed a meticulously planned outbound notification campaign. The timing and content were crafted to ensure maximum engagement and response from the customers.
Text Opt-Out Management: Partnering with SoundBite, TSI implemented a seamless text opt-out process. Customers who wished to discontinue receiving texts could do so effortlessly, ensuring compliance with all customer preferences and regulatory guidelines.
The Results
The impact of this innovative approach was profound, and the results spoke volumes:
- Regulatory Compliance: The utility company was able to maintain strict compliance with regulatory guidelines, safeguarding its reputation and financial stability.
- Alternative Communication Channels: By employing a multi-channel approach, the utility company effectively communicated with its diverse customer base, ensuring that no one was left uninformed.
- Increased Awareness: The outreach campaign didn’t just notify customers; it also raised awareness about the low-income program, making it accessible to those who needed it most.
This innovative solution demonstrated that, with strategic thinking and the right partners, even the most formidable challenges can be turned into opportunities for growth and customer satisfaction. The West Coast Utility Company’s journey serves as a shining example of how adaptability and creativity can lead to success in an ever-evolving industry.
Customer Experience/Care Management
Inbound & Outbound Voice
CX & Care Programs
Back-Office Functions
Performance Analytics
Flexible Global Staffing
Business Process Outsourcing
Data Input
Document Processing
Verfication & Validation
Exception Processing
QA Monitoring & Reporting
Business Analytics & Modeling
First Party ARM
1st Party Collections
Pre-Charge Off Program Support
Inbound & Outbound
Early Stage / Care Based
Brand Protection
IT Adaptability / Flexibility
third Party Debt Collection
Post Charge-Off
Primary & Secondary
Late-Stage Recovery
Innovative Technology & Approach
Propensity to Pay Analytics
