Annual Report 2016
Market leading and retail ready
customer billing
Echo’s billing and customer
information solution, RapidXtra,
continues to hold a market leading
position within the UK water
sector. Ten client implementations
have already been completed,
two further implementations
successfully went live in 2015 and
a further implementation is in
progress and is due to go live in
September 2016.
The introduction of non-household
retail competition in April 2017
continues to be a significant
priority for UK water companies.
Acknowledging this, Echo
continues to be heavily engaged
in the Open Water programme.
With vast experience in the
deployment and delivery of retail
billing programmes, and a deep
understanding of the water sector
and its regulatory requirements,
RapidXtra is perfectly placed to be
the solution of choice to service
commercial customer retail system
requirements once the market
opens. RapidXtra Retail remains
on course to be delivered on
time and in line with the industry
requirements.
Consolidated end-to-end
customer-centric debt collections
services
The market for debt collection
services remains buoyant as debt
levels continue to rise across the
UK. The challenges of supporting
customers in circumstances
of vulnerability, ascertaining
customers’ ability to pay and
ensuring fair outcomes for all are
key concerns affecting the sector.
Strong data, tailored strategies and
positive customer engagement are
at the forefront of debt recovery
strategies.
Echo’s position in the sector
was further strengthened with
the 2015 acquisition of utilities
market specialist, Grosvenor
Services Group. Echo is now
able to offer an end-to-end
debt recovery service from early
arrears collections right through
to litigation, delivered via field
and office based strategies and
expertise. Recognising that debt is
just another part of the customer
journey, we have differentiated
our offering by leveraging
the importance of customer
experience and a customer service
mind-set throughout the debt
recovery process; championing the
importance of early intervention
and a joined up approach between
in-house teams and external
providers across the complete
debt cycle.
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