Customer service

Editor's picks

Could a new technology development, fueled by the success of Open Banking in the financial services sector, help utilities overcome long standing efficiency, accuracy and customer experience challenges in their billing operations? Read our report to find out more.
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As utilities move closer towards digitising their services, the need for high quality interconnected data is greatly increased. The supply, maintenance and billing are all centred on address data, so accuracy here is pivotal in linking the different datasets in the drive for efficiency and increased revenue.
Opinion
Debt and collections leaders in utilities remain braced for the wave of debt and affordability woes they know will come with the end of government’s coronavirus support measures. Are they armed with the right products, resources and data to service the new scale and profile of customers in arrears?
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Latest in Customer service

Cadent Foundation director Julia Dwyer sets out a model for maximising the impact of innovation targeted at tackling fuel poverty. Partnership, flexibility and an ability to look beyond regulated needs codes are its key hallmarks.
Comment
Energy suppliers are concerned about the rising use of auto switching services. So what steps can they take to combat or compete with their appeal to consumers? This was the focus of discussion at a recent Utility Week roundtable.
Market insight
The Utility Week Awards are returning to London’s Grosvenor Hotel this December. See a full list of categories and find out how to enter here.
Market insight
Download Utility Week’s report to discover the factors driving industry pilots of open banking technology to improve debt and payment management in the post-pandemic world.
Downloads
With bad debt risk spiralling for energy providers, and growing economic uncertainty for customers, both groups are seeking new ways to settle their energy bills. In a new technical white paper, Siemens make the case for leveraging two innovative technologies, Managed Credit and Open Banking, to realise a compelling fourth payment option, which strikes a unique balance between credit risk and operational costs.
Analysis
What enabling actions are needed to ensure we make best use of data and digitalisation on the road to net zero? A new report from Utility Week and CGI highlights five key requirements.
Analysis
Kraken Technologies, the customer service platform built by Octopus Energy, is currently running 17 million accounts. But by 2027, Kraken hopes to have 100 million, by offering partner energy companies cost savings, added value and its 'special sauce'. Lara Beers, vice president for global sales, explains.
Analysis
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