Credit Control Strategy in Telecoms

Case Study:

Credit Control Strategy in Telecoms

Process analysis and benchmarking of competitor credit control methods in telecoms

Client

UK Telecoms Company (>£1bn turnover)

Issue

How to reduce exposure to customer debt during the recession

Approach

The client wished to conduct a competitor process analysis and messaging project to understand how competitors were approaching credit control within the context of the recession, in order to drive internal process improvement
We analysed the credit control operations of 8 competitors and 4 out of industry comparators to benchmark our client and identify market best practice:

Credit Control Strategy

Results

We laid out a series of recommendations based on the intelligence gathered, including changes to team structures, processes and segmented messaging
Client is currently implementing a pilot roll out of the new approach - we are assisting by monitoring the customer response to this