A medium energy supplier turned to ElectraLink’s Theft Advisory Service to improve their processes to reduce the number of false leads for meter tampers, make better use of their resources and cut costs which would then benefit their customers.
Challenge – A supplier was spending too much on tamper identifications
One of ElectraLink’s National Revenue Protection Service (NRPS) customers, a medium-sized dual fuel energy supplier, wanted to improve the quality of their meter tamper leads generated internally through desktop data analysis.
The supplier had not yet reviewed their end-to-end lead identification process and believed this caused many suspected tamper jobs to be unnecessarily sent to their field teams. They needed a revised process for identifying meter tampers to reduce costs associated with field visits where no tamper is actually found.
This customer originally chose ElectraLink’s NRPS thanks to our industry recognised theft expertise and our one-stop, nationwide, end-to-end field and desktop service – provided by Haste – which includes meter replacement. Given our subject matter knowledge and onsite services, they then opted to bring in our Theft Advisory Service.
Solution – Theft Advisory Service reviewed and improved the supplier’s processes
Given the broad array of items our theft experts could focus on to review the lead identification process, the Theft Advisory Service kickstarted with a scoping meeting centred around the customer’s pain points. The customer saw the most value in us concentrating on theft analytics, the impact of theft detection incentive schemes on their organisation, and debt recovery. The Theft Transition to the Retail Energy Code was also a topic introduced into the workshops.
The customer agreed to a series of workshops around these focus points. Here, they helped us explore their theft detection and resolution processes and performance, highlighting the aspects that intertwined with regulatory requirements and had effects on their revenue.
We then produced and delivered a comprehensive report for the customer to make changes to their processes.
The workshop and report drafting took about two months as steps needed coordination around the customer’s timetable. The customer was able to take specific actions based on the report’s recommendations and better understand how individual components of their processes and industry regulations will impact on their theft team’s operations.
Outcome – Tamper success rate improved by 28 percent
More time and better data accuracy allowed the supplier to focus on quality lead identification, thereby reducing the number of unsuccessful tamper investigations in homes and businesses.
The customer succeeded in bringing their tamper success rate from 60 percent up to 77 percent of all investigations as well as reduced cost per lead requiring investigation. These results were measured monthly over a three-month period and showed increasing success each month during this period.