Energy & utilities

We enhance customer service communications for the energy and utility sector.

We've developed several proactive customer solutions to help electric and gas utilities providers have better, more effective communications that are cost-effective.

We can deliver the following information across a variety of platforms, including email, text, messenger, and voice. This ensures your customers are receiving valuable information via their preferred method of communication.

Collections and payments

We can offer to send alerts when a payment is late, providing direct links to payment pages or linking through to help pages if a customer is having difficulty paying their bill.

Service notification

Keep customers informed of power outages and ensure they are notified when everything returns to normal, as well as giving notice of any planned maintenance repairs to the network.

Meter reading

Using highly personalised web forms customers can take their own meter readings saving significant time and money and ensuring they are billed accurately.

Surveys

Using proven survey techniques via multiple channels, including SMS, Voice and Webforms can offer insight into how satisfied your customers are, and where improvements can be made.

Knowledge and understanding of customer satisfaction, Net Promoter Scores and Customer Effort Scores enables companies to maximise response rates and improve their scores.

Payment alerts

Send timely alerts when payments are due, when there needs to be a change of plan or when a fixed contract rate is expected to end.

Energy efficiency and energy-saving tips

To send out information about energy saving tips and how to reduce the impact on the environment.

Reports and information about energy usage

You can send individual reports and information on energy consumption; this can be automated to be received as frequently as the customer needs.

Financial services

At Telsolutions we help financial services firms respond to changes and build customer relationships ensuring better customer service can be delivered.

Our proactive customer communications solutions address the many opportunities and challenges facing full-service banks, card issuers, consumer lending, automotive finance, student lending, insurance providers and many others.

Fraud management

We can ensure that card fraud confirmation, investigation, and resolution is quick, efficient and effective through real-time, multi-channel proactive communications. The use of alerts to flag up unusual spending patterns, check when payments are requested for overseas transactions and ensure fraud is highlighted to the customer immediately.

Debit card overdraft enrolment

Our debit card overdraft alerts can ensure that customers receive real-time alerts when they exceed limits. This is facilitated by seamlessly integrating information into your systems. Customers can select their preferred method of contact, and we can ensure that this is always considered.

This same alert can be used when any changes are requested, such as an increase or decrease in the overdraft amount.

Customer loyalty

Communications that send out useful information give details of new products or services that might be of interest and can increase loyalty. Referral schemes offering financial incentives and offers from trusted partners can all be communicated effectively, driving loyalty and enhancing your brand and reputation.

Collections and payments

Remind customers when payments are due, send out alerts when payments are late. This can be facilitated by using a multi-channel strategy to give debtors a choice in terms of how they communicate with you.

Customer complaints

Proactively manage incoming complaints as well as notify consumers who have not registered a complaint but may have one.

Gaming

We help organisations within the gaming sector facilitate better customer service communications.

This includes email, live chat and Facebook messenger, meaning that your customers can contact you using their preferred method of communication.

We can help ease the pressure on contact centre teams by providing alternative ways for customers to self-serve the information they need, such as:

• Setting new passwords
• Confirming identification for Know your customer compliance
• Responding to general queries and comments
• Confirming payments
• Communications about the source of funding for compliance
• Giving customers access to online help tools including gambling help

Our robust communications solutions will ensure that every step of the way your customers can contact you and communicate via their preferred method of communications.

We offer live chat, Facebook chat and WhatsApp for those wanting to keep communication private in public spaces.

Hospitals

For hospitals, we offer a sufficiently robust messaging service that can carry out functions to save both time and money.

Appointment reminders

We can ensure that appointment reminders are sent out, with the ability for the patient to respond immediately to confirm their attendance. Failed appointments cost the NHS approximately £150 per failure, additional text or phone reminders reduce the failure rates by 30%.

Utilising the more advanced solutions that Telsolutions Ltd can offer enables the person who is cancelling an appointment to re-appoint there and then.

Repeat prescriptions, check-ups and clinics

This same service can remind patients when check-ups are due, when repeat prescriptions are ready and when specialist clinics are open. Additionally reviews and discussions around repeat prescriptions can be completely automated via LiveChat.

Hospitals can find our services automate many communications that would take up human resources freeing up administration teams to take care of more urgent tasks.

Employee communications

We can take care of communications to staff about shifts and overtime and ensure that the message gets delivered to the individuals that need to receive it.

This can additionally include emergency and crisis type communications which can be triggered either from a desktop or remotely as the situation requires.

Video consultations

The CoVid-19 crisis has identified that many of the routine appointments that GPs and some hospital consultants can be conducted remotely (especially appointments where results are being discussed).

Housing associations

For housing associations, it can be essential to keep tenants up to date and reduce inbound calls and queries with proactive customer engagement.

Improving communication with residents is a key priority for most housing trusts and since more than 94% of the population carry a mobile phone, there is no better no more immediate way to keep in touch and up to date with residents.

With our two-way SMS solutions, residents can also text back a reply, or use the service to ask a question, bid on housing, raise a complaint or notify the association of any relevant issues. These inbound text messages can be set to auto-route to the correct recipient’s text or email inbox. These can be linked to live chat and chatbot services.

Applications for housing associations

These are the typical applications used by housing associations:

• Rent reminders
• Maintenance reminders and retrieving instant feedback on repairs
• Notification of forthcoming events
• Inbound questions/queries from residents

Benefits for housing associations

• Maximise response rates with combined SMS Text Messaging, SMS WebForms & Email channels incorporated into one service
• Integrate with business systems – TextManager can integrate easily with all external systems via its simple API. Alternative SFTP capability is available for IT lite service requirements
• Maintain compliance – TextManager has features to restrict misuse and access
• Reduce costs – TextManager offers two possible billing methods. Invoice for usage and credit allocation where message credits are allocated to any account preventing misuse

Market research

Working with the UK’s largest Market Research bureaux, Telsolutions helps communicate with panel groups members over their preferred channels.

• Quick poll surveys
• Points updates
• Scanning reminders
• Holiday schedules
• Incentives
• Delivery update and confirmations
• Focus group reminders / results

Customer satisfaction (NPS and Csat)

In our experience, it’s the multi-channel approach that works best for NPS (net promoter scores) with consideration for your customer’s preference. For example, some customers like interacting via text or webform because it’s easy and they can quickly submit scores on the move.

It is important, however, to ensure that your customer does not pay for the text, so use either a customised URL or a FREE short code.

For our NPS clients, text surveys generate response rates in excess of 30%.

Email may be the choice for many as they feel it’s less intrusive, however, response rates will be lower at rates of up-to 10%.

If you only have a landline for your customer then try considering an automated voice message that gives a clear message about who’s calling and the purpose. This is great where you have no mobile data value, it can also be interactive so collect verbatim comments.

Using personalisation in all your communication will also improve response rates.

From the UK perspective there’s a big drive towards closing the loop on detractors, so ensure feedback is looped to customer service directors to resolve issues without delay.

Our advice to improve NPS response rates

We’ve found an automated approach works best so:

1. Personalised text with web-survey, email or Interactive Voice message is sent depending on preference and channel available
2. Low scores are automatically called back by either by pulling in a customer service agent or an automated call asking for when’s the best time to speak to them about their issue
3. Don’t forget your promoters, so perhaps a thank you email or text with a barcode to redeem against new services/goods

Closing the loop for detractors/super detractors

After a customer registers a 0-2 NPS score, Telsolutions can load these ‘super detractor’ customers into an outbound dialling campaign. Calls are then launched when an advisor logs into the “Call back system” to engage with the customer via a live agent call.

This is how it works:

1. Advisors log into the secure website to access the screen-pop shown below
2. Once logged in, the advisor is prompted to dial the number on screen and use a password to authenticate; the system can also dial out to the agent’s phone directly when they are ready to contact the ‘super detractor’ list of call backs
3. This activates and synchronises the phone line and screen-pop. As a complete cloud-based system this requires no telephony configuration
4. The advisor auto commences dialling out to customers. Unlike the interactive voice service - calls are sent with an advisor ready to discuss the score (via progressive, predictive, or preview dialling methods)
5. Instead of the whisper function, the advisor’s screen-pops with customer details (name, NPS score, account number, date of contact, etc)
6. When all advisors log off, the system stops dialling. The dialling list will be constantly replenished with new 0-2 NPS score customers
7. Asking for customer feedback is great but if proper care isn’t taken you can easily add to the problem not solve it

Membership organisations

We can provide member organisations with ways to communicate with their members and partners.

This includes welcome emails, details about membership benefits and events as well as renewal reminders and the ability to signpost members to information.

Self-service

Members can update contact and address details and any payment information using seamless self-service messaging tools, forms and email. In addition, they can upload content such as pictures and video that enable the user forums within the membership site to offer a multi-media experience to visitors.

Renewals

Communication of renewals reduces the costs of annual renewals mailings and allows renewals to take place at the touch of a button.

Sampling and surveys

Membership sampling is a great way to quickly identify the feelings and opinions of the membership to particular issues that the organisation has to take a position on. You can send messages to either all or a cross section of your membership to obtain this feedback.

Parking

Services to support drivers

Our communications tools make parking easier for drivers and give them the facility to find out information about parking, prices, booking and availability on the go.

We can help with every aspect of the customer communication journey:

• Provide detailed maps and car park information
• Manage payments and bookings
• Offer reminders when car parks are due to close
• Alerts for when time is running out
• Parking offers and discounts for long-term and short-term stays

Sharing economy

We can also facilitate communications to those technology companies who operate in the sharing economy and can help them to communicate to individuals who rent their driveways and parking spaces out.

We can send booking reminders and facilitate communications and send payment details and payment requests, utilising our platform of communications tools.

Penalty charge notice collections

When a customer debt is pursued in relation to an outstanding Penalty Charge Notice, the process is behind in terms of change and has not advanced with technology in recent years, unlike other process such as payment options and the technology used at the time of parking.

There is also an opportunity with technology to promote valuable and helpful information creating a more positive role besides a basic informative function of demanding payment.

The basic and primary tool used for customer contact and engagement is postal services and mailed letters. Secondary to this is a doorstep visit or vehicle being clamped.

Whilst customers may change their physical address, they are now very unlikely to change their mobile number and email address. Mobile numbers and email addresses are not dependent on geographic locations unlike their fixed mailing address.

The result of this is that accurate and DTC (Direct to customer) data is available on the commercial market that is fully GDPR compliant. When this new e-device data is harnessed a more direct contact with customers is possible.

Summary

The unique development to convert parking enforcement communications to e-devices, offers the customer a direct, secure and immediate case resolution to an outstanding matter.

The result for the recovery business is:

• A reduction in resources and time
• At least 84% reduction in field enforcement costs
• 79% saving in postage charges
• Communications become more sympathetic and helpful with additional information to directly save customers money and consequences
• Communications reflect customer behaviour and trends bring the recovery processes up to date

Recruitment

For recruitment companies, we offer a way to communicate with both candidates and clients.

Our messaging tools can seamlessly integrate with your applicant tracking system (ATS).

Communication is critical when you are working in recruitment, and automation of critical processes can mean everyone is kept in the loop, and this will keep both clients and candidates informed of the next steps and expectations.

Automating key processes can mean communications are recorded, and everyone is kept on the same page in terms of what actions and activities have been completed.

We can send out reminders to candidates for:

• Missing information that is required by the client
• Any qualifications evidence required
• Proof of eligibility to live and work in the UK
• Interview confirmations, timings and expectations
• How to get to your interview with maps detailed journey planning
• Links to online assessments and tests
• Information about companies, benefits and salary detail

For recruitment consultants, we can send out bulk messages to unsuccessful candidates as well as messages pinpointing candidates to other suitable vacancies.

We can send out offer emails, alerts about suitable vacancies and other relevant information.

Retail

With more customers than ever buying products online, we can help you reach customers with messages and help make the customer experience a positive one.

Online orders

We can assist with messages that cover order confirmation, delivery estimates and delivery alerts.

In-store purchases

When items are purchased in-store, we can provide services such as e-receipts, and this helps as a data capture tool and can mean that customers can access proof of purchase easily on a mobile phone.

Customer returns

We can also help ensure that customer returns notifications are received by those who have returned items.

Promotional communications

Offers, discounts and seasonal items can all be promoted effectively via our communication platforms.

Customer reviews and feedback

If you utilise review platforms, then we can automate emails to be sent out to customers inviting them to review either the specific product they have purchased or the business itself.

Revenue & debt collection

When it comes to revenue and debt collection, we offer seamlessly integrated communications tools. These tools enable debtors to make contact via the communications channel they prefer.

Online tools such as live chat and Facebook messenger add a level of privacy, meaning that debtors can communicate in public spaces and discretely send messages.

The ability to signpost debtors to payment pages means that they can pay without speaking to an advisor, saving call centre teams for the debtors that need to talk to an advisor.

Reminders on text and email can be sent about overdue payments, and these can be followed up with prompts with wording that use behavioural insights and nudge theory to instigate prompt payments.

Integrated communications for revenue recovery

Our integrated communications systems are used by management organisations to recover revenue and outstanding payments.

We understand which triggers work and the flow of communications which most effectively “nudge” customers to make payments.

We integrate our platform into your systems so that reminders and messages are automated. We will provide you with a complete strategy and solution, including:

• Structure of communications
• Set up and management – your IT department does not need to be invoked
• Scripts for different scenarios
• Web forms to take payments
• Data and insights

We work with many of England and Wales’ local authorities’ revenue teams, all the major civil enforcement companies, membership organisations, as well as business with large consumer bases, including energy, utilities, telecoms and media.

Telecom, IT & media

Telsolutions helps telecom and media providers compete for subscribers and minimise customer churn in a highly competitive market while simultaneously delivering a cost-effective service experience that increases usage of products and services.

We continually develop innovative solutions that solve business challenges, strengthen customer relationships, and help differentiate our clients’ products and services.

Subscription renewals

Achieve higher response rates by utilising Telsolutions’ proven multi-channel approach. Personalised web-forms allow subscribers to check their existing details whilst being able to make any changes. After confirming renewal subscribers can be directed to a self-service payment module either online or over the phone.

Activation solution

Using Telsolutions’ SMS, webforms and inbound services, subscribers can call enter unique codes to activate their subscription / online access. Ensure that subscribers have immediate access to your products and services.

Customer satisfaction

Send customer satisfaction surveys, NPS, Csat, via preferred channels email, SMS, voice and webform maximises response rates. API’s can deliver surveys automatically and results available in real-time.

Loyalty solution

Build active, engaged, and profitable subscriber relationships. Anticipate needs and provide valued information to strengthen brand loyalty and reduce churn.

Travel

We work with tour operators, airlines, hotels and destination management companies (DMCs). We can ensure that whatever your business type, you can communicate effectively with your customers.

Hotel bookings

Send notifications confirming bookings. We can help facilitate self-check-in by sending out unique codes to travellers.

Airlines

Send out booking details and e-tickets as well as request traveller information such as passport numbers and travellers' personal information. You can include details about check-in times, gates and any other flight information as well as ensuring travellers are kept up to date with any delay information and change of flight alerts.

Tour operators

For tour operators, we can keep travellers up to date with payments and payment schedules as well as sending out offers and information on trips that can be booked by travellers.

You can alert holidaymakers about the weather in the destination they are travelling to and offer specific destination visa requirements.

You can facilitate seat reservations and the booking of additional flight services such as ensuring dietary requirements are highlighted, and the traveller needs catered for.

We're able to facilitate communications about special trips such as birthdays, anniversaries and honeymoons. This means you're ready to provide upgrades or personalised check-in services.