Project highlight: Customerservice at an energy supplier

Following the energy shortages, energy prices rose at the end of 2022. An energy supplier was forced to significantly increase the advance invoices of its customers. The company knew in advance that this would have a major impact. How could customer service cope with this peak? A finance consultant from iCredit temporarily stepped in to answer the flood of incoming messages and clear the backlog.*

The assignment: support customer service during peak periods

Normally, advances are calculated after each annual settlement. This involves looking at the current market prices and the customer’s consumption. Due to the energy crisis, an energy supplier had to implement an interim increase. She sent out a communication and gave her customers ten days to respond. When there was no response, the advance invoice was automatically adjusted. As expected, customer responses poured in, both by phone and email. Our finance consultant started working as a customer service employee, spoke to them and changed the advances if desired.

The tasks: from communicating to invoicing

Our finance consultant professionally handled all incoming emails and telephone calls, but her range of duties at customer service did not stop there. For example, she was responsible for any refunds, the termination of contracts and the management of the professional customer portal. Did billing problems occur? Then she took care of the preparation of credit notes and new, correct invoices. She was also the first point of contact for external accounting firms. Finally, her expertise as a credit controller came in handy. She implemented a dunning lock for late payments, which restricts certain activities or access. This encouraged customers to pay their outstanding invoice.

The competences: fast and flexible support

The questions from both internal and external customers followed each other in rapid succession. Time management and punctuality were therefore indispensable for customer service to provide everyone with a clear answer as quickly as possible. In addition, our finance consultant excelled in her flexibility. She adapted smoothly and took over the permanence of her colleagues in the evening if necessary. Providing this support energized her and was greatly appreciated by the customer service team

Do you want to strengthen your customer service with customer-friendly professionals? Our finance consultants quickly familiarize themselves with the situation and answer every question with a smile. Contact us to discuss the possibilities.

* Due to the sensitive matter of this subject, we do not give a concrete name of our consultant, nor of our client