Rethinking how payments are allocated through back office innovation can help utilities improve their customer experience and avoid reputational damage when supporting vulnerable customers in the wake of Covid-19, argues Parseq’s Craig Naylor-Smith. The last few months have been a testing time for utility companies. Providers have been praised for ... Read more
By Craig Naylor-Smith, Managing Director, Parseq. Transformation of the payments industry has been radical over the past decade. Technological innovation and regulatory change have created an enormous market shift where we’ve been witness to the introduction of Open Banking, PSD2 and Strong Customer Authentication. Subsequently, the payment methods now made ... Read more
Energy and water companies must adopt the same innovative approaches being used to improve front line services to help customers control debt before it becomes unmanageable, argues Parseq’s Harvey Hieke. Bad debt continues to be an endemic problem for UK utilities. It’s been a critical industry agenda point for some ... Read more
Parseq is exhibiting at the Utility Week Water Customer Conference on 16 January 2019 at the Birmingham Conference and Events Centre. The conference is the only dedicated event for domestic and non-household customer professionals in the UK water sector and promises a comprehensive agenda exploring how water utilities can exceed ... Read more
Water utilities must cover all their customer experience bases ahead of WaterworCX if they’re going to measure up to the standards set in competitive markets, argues Craig Naylor-Smith. We’ve now passed the first, highly anticipated milestone of PR19. Water companies submitted their business plans to Ofwat at the start of ... Read more
As the market matures, water retailers that can streamline the back office and deliver exceptional customer experience will stand out from the crowd, argues Craig Naylor-Smith The open water market is now over a year old, but it’s fair to say a lack of awareness and engagement from potential business customers ... Read more
The results of Ofwat’s upcoming price review, PR19, will put the water sector under the microscope at a time when it is already the subject of intense scrutiny. The industry has become a political lightning rod, with criticism of everything from the prices water companies charge to the transparency of ... Read more
Parseq has secured a five-year contract with the UK’s largest energy supplier Centrica to handle its incoming mail; nearly 20,000 items each month. Building on its existing contact centre relationship it won a competitive tender to manage and digitally index correspondence including legal, financial documentation, cheque processing, general correspondence and ... Read more