OFFENSIVE PLAYS
OFFENSIVE PLAY #1:
Promote Financial Assistance Programs in Unique Ways
Research indicates that 39% of residential customers with household incomes under $50,000 need to be made aware of available financial aid programs.1 Utilities can bridge this gap by connecting customers with local financial assistance programs.
Here are some practical ways to raise awareness:
Bill Onserts and On-Bill Messaging:
Use onserts in monthly utility bills to promote financial assistance programs to target audiences, ensuring critical information reaches those in need.
Preferred Communication Channels:
Use the communication channels that customers prefer to ensure they receive information about financial assistance programs.
Dedicated Financial Assistance Hotline:
Set up a hotline with specialized representatives to answer questions and guide customers through the application process.
Local Events:
Host or participate in local events to build trust and spread awareness—partner with nonprofits, churches, and community centers for workshops on financial literacy and energy consumption reduction.
OFFENSIVE PLAY #2:
Embrace Personalized, Omni-Channel Communications
Personalized calls-to-action result in 202% more conversions than non-personalized calls-to-action.2 Creating personalized communications can dramatically enhance the payment process by building trust and improving response rates. Tailored messaging ensures information is directly relevant, prompting a quicker response.
Actionable Tips:
- Targeted Messaging: Craft messages appropriate for each stage of delay, from polite reminders to urgent notices.
- Personalized Payment Options: Offer installment plans for those with larger outstanding balances.
- Preferred Channels: Use customers' preferred communication channels to increase response rates.
- Instant Payment Confirmation: Implement instant payment confirmations for reassurance and positive reinforcement.
KUBRA's Notifi® solution streamlines customer communications by delivering personalized, targeted messages across multiple channels, ensuring important information reaches customers at the right time. Proactive reminders improve payment timeliness and help reduce late payments by informing customers about due dates, payment options, and available financial assistance programs.
OFFENSIVE PLAY #3:
Use Data Analytics To Turn Late Payers Into Punctual Payers
KUBRA BizInsights can help utilities do the following:
- Identify the differences between on-time and late payers.
- Forecast which customer segments are likely to pay late.
- Spot trends, patterns, and anomalies affecting payment cycles and DSO.
- Determine how various channels impact DSO.
- Assess how the current payment mix performs to improve e-bill adoption and pinpoint investment areas. And so much more.