Vulnerable Customer Management
Life events can make it difficult for people to manage bills. Many vulnerable customers disengage and remain unaware of the support on offer from charities and the companies they owe money. That’s why we have launched a new and unique service to address the dual challenge of low engagement and low awareness of available support.
Where our clients are unable to contact their customers with they ask us to reach out with our offer of support. As a confidential and impartial service – one that isn’t there to (and can’t) collect money from them – our supportive and empathetic Pathfinders can speak with people where others can’t. Creating a safe environment for sensitive disclosures means Pathfinders can explore reasons for lack of engagement, non-payment of bills and try and understand challenges faced.
Pathfinders then guide people to whichever charities are best place to help through any crisis or to improve their financial, mental or physical wellbeing. They also explain what support our client can offer their vulnerable customers, giving people reasons to re-engage with the company.
This is particularly helpful in situations where the customer has generated some debt as the approach builds trust, helps people better manage their finances and improves outcomes for all parties.
We can offer customers who are struggling a real lifeline of support, raising awareness of initiatives both within the client organisation and with external charities that are available to help them. Pathfinders can even warm transfer customers back to clients to discuss this support further, helping to re-build the relationship between the client and the customer.
How do we do it?
Contact gained through a 14-day proactive campaign (cloud-letter, white-mail, SMS and dialer)
Conversations initially focus on understanding each customer’s individual circumstances
Once we have a clear picture, information is shared on relevant sources of free advice and support
We help the customer create their own plan to better manage their life challenges
Trust enables us to clearly land key information on the amazing support on offer from the initiating client
Finally (if appropriate) we gently facilitate contact back to the initiating client (warm-transfer)
We guide people to a range of independent charities and third sector organisations offering everything from debt advice to crisis support and improved wellbeing.
Get in touch with us!
For more information on our Vulnerable Customer Management service, fill out the form below and we’ll get back to you.