‘Despite some of the challenges we have all faced during the pandemic, we cannot ignore what a massive success this has been.’
Our client provides water and wastewater services to approximately 3.2 million homes.
With a higher than average level of unbilled properties within their customer portfolio and ODIs in place to reduce, they asked Sigma to support them in the delivery of revenue assurance projects throughout 2020 and into 2021. Additional capacity was needed to support their in-house teams.
Despite facing multiple challenges due to the Covid-19 pandemic, Sigma Connected established a team to deliver the additional capacity and support that our client needed from our offices in Birmingham.
An initial team of 12 full-time employees were tasked with supporting the client and providing additional capacity for other revenue assurance projects. Complemented by in-house industry specialists, that team grew to 18 full-time employees for the duration of the project.
Operating on the client’s IT systems to ensure a single customer record, and avoiding complex data exchanges, we used a blend of inbound and outbound customer contact combined with back-office activity.
Sigma’s contact platform was also utilised to drive contact, while improving levels of efficiency and productivity.
The figures show that Sigma delivered a strong all-round performance. Over 14,000 successful outcomes were achieved in just over 12 months, which resulted in over £6 million of additional billing for the client. Payments and payment plans were also agreed to the value of approximately £4.5 million over the same time period.
Additionally, Sigma ensured the satisfaction of customers, as a score of 8.8 out of 10 was received for all responses on Rant & Rave.
Finally, the lessons learnt from the activity have now been fed back to the client and into their own operations to ensure long-term improvements in the revenue assurance projects, with the team now able to maintain performance at the desired level within their existing resource.