The challenges posed by the advent of retail competition are real. Business customers - whether large national companies with complex multi-site requirements or stand alone SMEs - will be looking closely at the key differentiators of price and service offering when selecting their retail water provider.
"Whether you are an existing water retailer or you a new entrant looking to enter the market, Echo Managed Services can help ensure you are compliant, competitive and prepared to meet the challenge."
Monica Mackintosh, Managing Director
Born out of the water industry, Echo has the people, processes, products and proven track record to help you differentiate your business:
Customer Contact & Engagement
Through our managed, insourced and outsourced customer contact centre services, we can help you create a service-orientated culture that both satisfies your customers and reduces your cost to serve. In addition, our nationwide field-based teams can carry out a range of activities requiring property or customer visits.
We can help you collect your commercial debt through targeted, tailored office and field based debt collection strategies that are proven to get results.
RapidXtra Billing & Customer Information System
We can help you deploy a proven water-specific billing solution that is tailored for commercial customers - and quickly. This will enable you to optimise your billing and customer management processes to drive customer satisfaction.
We can, in short, provide either a selection of services or a complete outsourced customer journey solution to one of the water industry's most pressing challenges - water market reform. By protecting your brand as if it was our own, we can help you be compliant, prepared and competitive.
"Echo Managed Services have helped both South West Water and Pennon Water Services to meet a very challenging deadline, ensuring that the distinct Wholesale and Retail businesses were ready for market opening on April 1st 2017. Over the past twelve months we have received, tested and implemented numerous upgrades and enhancements to the RapidXtra billing system to ensure effective transaction within the market. In addition to the challenge of meeting a very rigid timeline, we have had to accommodate an ever evolving market system (CMOS) which has at times introduced issues and uncertainty which required very careful management and close, flexible and collaborative supplier/customer relationships. Echo Managed Services’ support over this period has been invaluable and much appreciated and we look forward to continuing to work with them to further refine and enhance the market systems and interactions going forward."
Alister Button, Information Services Programme Manager, South West Water