CUSTOMER JOURNEY EXAMPLE 3: Vulnerable customers
Utility companies are encountering a growing population of customers who face difficulties in meeting their bill payments. It has become crucial to identify and categorize these vulnerable customers.
Eligible customers may benefit from registering for specialized government measures, or they may qualify for assistance programs.
By knowing who your vulnerable customers are you can provide targeted support. This may include help with budgeting, advice on energy-saving measures and assistance with switching to a more suitable energy plan.