Dunning processes are not only tedious for the end customer, but also for customer service. enersuisse AG is therefore convinced that reminders should be reduced to a minimum. This increases efficiency and boosts customer satisfaction.
What happens if you don't pay your electricity bills despite several reminders? In the worst case scenario, your electricity will be disconnected! Whether caused knowingly or unknowingly, an electricity disconnection is a very unpleasant situation for customers. The aim is therefore to avoid a power cut.
Ergonomen were commissioned to analyze the customer journey from the point of view of customer advisors and dunning customers and to make the touchpoints along the entire dunning process more customer-friendly and effective. The 360° view is intended to ensure that processes and customer needs are better integrated in order to increase efficiency and satisfaction - for customer advisors and customers alike.
In order to understand the gaps and challenges of the existing customer journey, we conducted interviews and cognitive walkthroughs with customer advisors and customers. Based on the findings and our expertise in behavioural economics, we developed an optimized customer journey and more customer-friendly touchpoints with dunning customers. We placed a particular focus on the principle of “helping people to help themselves”. The revised dunning letters were then tested again with customers. The results showed that customers found the new communication more comprehensible and supportive.
Fig. 1: Gradual revision of customer communication.
In addition to customers, customer advisors should also receive more support. A creative and sustainable solution was needed! With a 2-day design sprint, we achieved exactly that: enersuisse AG's customer advisors can look forward to receiving support from an intelligent chatbot for their dunning processes in the future.
Fig. 2: Design Sprint – Work alone together.
“Thanks to their expertise in user experience and behavioral economics, the Ergonomen provided us with significant support in better understanding the customer perspective in the dunning process. The comprehensive customer interviews and usability tests provided us with valuable insights and gave us the certainty that our optimizations will be well received by our customers. Many thanks for the great and cooperative partnership!” (Mathias Aeschimann, Program Manager)
