Reliable data helps Eneco in the fight against debt
Energy supplier Eneco has roots that go back to the nineteenth century, when public utility companies first began to emerge in Dutch cities. Its development into the Eneco we know now, however, began in 1995 when the power companies of The Hague, Dordrecht and Rotterdam merged to form a single company, which then went on to acquire other energy suppliers, large and small, both local and regional. In 2007, Eneco was the first large power company in the Netherlands to adopt a new sustainable direction for its future. This direction continues to guide the organisation today, as reflected in its motto ‘Everyone’s sustainable energy’.
Eneco recently began making use of Collenda’s Performance Management (Cwize) services. As a result, the Receivables Management department is now able to monitor and evaluate the data and performance of its external partners. The department deploys a wide range of partners in order to identify customers with overdue payments, and to inform and assist those customers, all based on the same clear vision. Robbertjan Boerke, an external partners specialist at Eneco, explains how all these efforts are seamlessly aligned to the sustainable direction Eneco has chosen.
Cooperation with partners
To help customers, the Receivables Management department works together with a broad ‘palette of partners’, as Boerke refers to it. “This was a conscious decision. We deploy each of these partners based on their specific strengths. It’s also possible, of course, to work with a single partner that offers all the services. Instead, we intentionally choose to deploy the right partner or partners at the right point in the process.This yields real added value. Some companies are fantastic when it comes to contacting people by phone, while others are the very best at doing home visits, or in out-of-court collections, or in judicial collections. Each partner has their own areas of specialisation. In order to manage all those aspects effectively, we made the switch to Performance Management (Cwize) last year. Because within that whole process, you need a central hub to arrange streamlined access to all the data from the various partners. And you also need the certainty that every measure has been taken to safeguard the privacy of your customers and the security of the case files.”
How Performance Management (Cwize) can help
Eneco holds frequent tactical and strategic consultations with its partners. In the past, those discussions often revealed differences of opinion on how to interpret results and/or determine the value of certain data elements. “And then the question that tended to emerge was, are we comparing apples or oranges – or something else entirely?
Those discussions have become a thing of the past since we hired Performance Management (Cwize) to collect, consolidate and harmonise all the data from our partners, then provide us with reports on that data, including status reports, waterfall charts and more. But Performance Management (Cwize) also supplies us with the raw data, which our in-house analysts can then use to create quick and in-depth reports. To evaluate all our partners in a uniform way, we need the quality of the data to be extremely good. Only then can we get a clear picture of any weaknesses or areas for improvement. And if you want reliable data, you also need a reliable data specialist to facilitate it. Performance Management (Cwize) is an ideal partner in that regard. They also manage the distribution of cases to all our partners, while observing all relevant data-security measures and privacy safeguards.
Benefits at a glance
- Fully automated import, processing & data consistency checking – 100% transparency between you and your collection partners
- Legal compliance is guaranteed by a complete data overview – Cloud delivered and all data held in the EU for easy access and total security
- Plug ‘n’ Play implementation for immediate returns – Dynamic, fully automated distribution process
- User friendly: Over 50 user-friendly performance metrics built in – no special training required
While customer cases are currently being distributed based on characteristics we have assigned them, there are opportunities for us to do better in that area. We want to use past results to take better and better decisions on two things: what is the next best action, and who is the next best partner for carrying it out. The order in the chain is an important part of this as well. In the future, we will be able to distil extremely valuable conclusions from those results.”