Elifinty
Climate Impact & Sustainability Data (2022)
Reporting Period: 2022
Environmental Metrics
ESG Focus Areas
- Social Responsibility
- Customer Care
- Debt Management
Social Achievements
- Improved customer experience through a self-service platform enabling customers to change payment dates, apply for payment holidays, and access warm home discounts.
- Reduced customer service costs.
- Enabled sustainable customer arrears payments.
- Prioritization of customer cases to minimize debt impact on business.
- Improved staff productivity by 40%
- Reduced the time it takes to resolve an open debt case by 50%
- Recovered 6x more in unpaid debt.
Governance Achievements
- Improved accountability and transparency in debt management.
Climate Goals & Targets
Environmental Challenges
- Rising energy costs
- Increasing reputation risk
- Pressure on energy companies to take action
- Legacy technology hindering efficient customer support
- Lack of visibility into customer debt profiles
- Ineffective self-service systems for complex debt issues
- Failure to meet customer care expectations
- Rising fuel poverty
Mitigation Strategies
- Developed a debt management platform to improve customer management processes, data collection, and analysis.
- Provided a single view of all customer debt and arrears.
- Offered additional consumer self-help tools.
- Enabled automatic referrals to debt advice providers.
- Automated customer interaction processes.
- Prioritized vulnerable customers.
- Provided immediate access to the right support for customers.