Post Lockdown Customer Engagement

Content is not for distribution to any third party provider without the express permission of the author Daniel Pearce. Telsolutions© 2020
Telsolutions – Resetting customer engagement
Post lockdown options
Using intuitive customer
communications to enhance
income recovery.
Adopting behaviour automation
to create efficiencies and
positive outcomes.

Daniel Pearce Director of Business Development
daniel.pearce@telsolutions.co.uk / www.telsolutions.co.uk
Service objectives – Post Lockdown
With planning & preparation within organisations underway to emerge from the lockdown that
has impacted on existing activities, Telsolutions have adapted and introduced new
applications & strategy options to assist customer engagement.
• Creating customer situation feedback surveys using our Telsolutions TextManager platform to
identify customers groups for internal recovery planning.
• Counteracting the rise in direct debit cancellations and broken arrangements with automatic
re-engagement messaging.
• Introducing low impact and ‘soft’ recovery scripts with enhanced reporting for the commencement
of recovery activities.
• Partnering with Destin Solutions Ltd to create a new and unique offering for access to digital
contact details for business addresses. Designed to refresh business rate data currently held.
• Reduce inbound call volume levels with a combination of 2-way SMS chat, Live Chat and Chatbots.
These assist remote working staff handling increased case loads.
Content is not for distribution to any third party provider without the express permission of the author. Telsolutions© 2020

Telsolutions Bureau Team – supporting clients
Telsolutions
Bureau Team
The Telsolutions bureau team provides end to end project build to delivery and management
Reducing Broken
Arrangements
& Direct Debit
re-engagement
messaging
Customers
Reducing
Inbound
Call volumes
-
2 Way SMS chat
Customer
Situation Surveys
-
Data capture &
segmentation
messaging
Soft recovery
strategies
-
Commencement
of customer
engagement
Working From
Home solutions
-
Raise efficiency
for remote staff
Data +
Business Rate
data enrichment.
Partnered with
Destin Solutions
Providing quick build service campaigns on Text Manager for bespoke customer engagement
Offer a fully managed service and campaign management
Slide 4 Slide 5 Slide 7 Slide 7 Slide 8 Slide 11

Data + Commercial & Consumer Data Enrichment
New Commercial data
searches for Business
Rates digital migration.
Partnered with Destin Solutions
Maximise all available
data available in the
public domain.
Automated process for
Telsolutions letter
replacement services.

Reducing broken arrangements & DD Re-engagement
ISSUE: When a customer breaks an arrangement or misses a payment, they are not aware of the impact to
the due party. These delays in payments and time lost start a process of recovery that could be tackled
before it begins.
SOLUTION: Proactive reminder messages are widely used for single event appointment applications, and
customers appreciate them to help avoid missed activities.
Content is not for distribution to any third party provider without the express permission of the author. Telsolutions 2020
• Reminder communications sent in advance of the due date cost a fraction of creating and starting a recovery
process when a customer falls into arrears.
• Telsolutions can deliver messages over several digital channels simultaneously to increase effectiveness and
success of the reminder. More effective than SMS messages only.
• Accurate reporting gives clear insight to customer activity and is far more effective than basic delivery
confirmation for SMS messages sent.
Event Advanced Reminders – to affect late payment behaviour. Telsolutions code enables reminders to be delivered in advance of the due date invoking a
behaviour change & reducing broken arrangements.
• 1 to 7-day and time advance messaging delivery.
• 32.9% Avg drop in late payments & 43% drop in over 5-day late payments.
• Available on automated Telsolutions TextManager© services.
Arranged case volumes paying late
Overdue Days 1 2 3 4 5 over5
No Reminder 70 43 12 6 16 23
1 Day advance 23 18 3 6 12 10
3 Day advance 19 15 3 5 12 9

Event Advance Reminders - Process

Situation Surveys & Soft recovery activity
ISSUE: With the easing of restrictions, there is greater emphasis on understanding the customers current
circumstance of the customer and measuring their ability to pay and vulnerability level. Unless an
organisation can measure and segment customers they are likely to
SOLUTION: Telsolutions have released a new 2-part strategy with ‘situation surveys’ aid in the identification
of customers with the ability to pay and those requiring support, and new low impact ‘soft’ recovery scripts.
By using either or both in a series, these new strategies can commence with minimal risk provide greater
focus on customer case resolution
Telsolutions SMS WebForms surveys are
a development that enhances the SMS
text messages & Emails into tracked
surveys & which gives insight into their
activity & potential outcomes.
This differs from just simply routing a
customer to the website with no tracking
from end to end.
From data capture to enabling customers
to load images and pictures for evidence,
the applications and flexibility is endless
and easily adaptable.
Ref Name Q3-Score Q4-Score Q5-Support Q6-Comment
67881244 5 1 YES
90118333 2 2 YES
90211312 1 2 NO Univeral Credit
97658793 4 2 NO
56886565 4 1 NO
55101332 2 4 N/A Furloughed from work and on benefits

Reducing inbound call volumes – 2 Way SMS Chat
ISSUE: With the current situation involving both staff and residents working or based at home, the technical
strain on technology systems to manage the inbound call inquiries and requests have never been greater.
SOLUTION: Telsolutions provide a 2-way SMS Text Messaging service in a matter of hours that can be
configured to use ‘Key Words’ for a range of service applications, enabling customers to download helpful
enquiry forms in turn, reducing inbound call volumes and pressure on staff.
Content is not for distribution to any third party provider without the express permission of the author. Telsolutions 2020
• Any number of Key Words such as ‘support’, ‘help’, ‘delivery’, can be created within
Telsolutions TextManager service to enable customers to download forms that staff can
manage as a team
• Text Managers SMS Inbox enables staff to manage customers and respond directly to them or use the
gathered information to manage requests
• 2-Way message auto responder acknowledgement is available, helping to set expectations of response times
and reduce follow up calls and messages
• Accurate reporting gives clear insight to customer activity and is far more effective than basic delivery
confirmation for SMS messages alone

To download an
example text ‘support’
to 07797801704

Simple mobile
data capture
forms created
in TextManager
No
2m ago
Are you in a position to pay this
immediately?
Would a payment arrangement suit you
better?
Yes
1m ago
Are you suffering financial hardship and
in need of some assistance?
No
2 way SMS chat
is available –
simple to use.

Working From Home Solutions - Challenges
ISSUES:
• The current lockdown created overnight challenges regarding staff now being required to
work from home and the organisations need to function as close to normal as possible.
The need to interact with customers using soft phones or mobiles phone is highly
inefficient and there remains no productivity monitoring.
• Most of the contact centre dialers have inherent inefficiencies, performance
limitations due to compliance challenges. Traditional on-premise dialers are
expensive to maintain or convert to remote working environments.
• Manual calls to customers are slow, inefficient and without any progress process or
compliance.
• Where staff are working from home handling customer payments there are often new and
unexpected challenges to maintain PCI compliance.
• Whilst local authorities often separate the contact centre functions from recovery teams,
there is no simple solution available with flexibility to be implemented in days, expanded
on demand and that offers powerful reporting to include productivity and compliance
features as standard.
Content is not for distribution to any third party provider without the express permission of the author. Telsolutions Ltd© 2020

Manual calling from home for recoveries
5%
10%
8%
17%
30%
5%
25%
MANUAL DIALLING
Waiting for the dial tone
Dial number
Busy Signal
No Answer
Answer Machine
Other
Actual Talk Time
18%
82%
AUTOMATED VOICE MESSAGING
VS
The observed culture is that manual calls by staff differ in quality & telephone capability. The calling is ad-hoc and
lacks a ‘team or office objective’ campaign ethos. This results in less progress and reluctance to complete the
calls.
Manual calls are highly inefficient and don’t allow the ‘best time call’, to be optimised. Monotony of calling and
leaving answer phone messages also affects a person's ability and attitude when speaking to customers.
15 Minutes Talk Time | 45 Minutes Dead Time 49 Minutes Talk Time | 11 Minutes Dead Time

Working From Home Solutions
SOLUTION:
• Telsolutions have re-engineered their proactive customer communications suite called Engage
with its fifth-generation cloud-based dialer using automated voice messaging, email
and SMS WebForms to provide a simple to use Work From Home solution package.
• Combined with Live Chat & AI Chatbots to provide a complete suite of services
suited for customer engagement.
• Existing secure payment solutions can be implemented, or Telsolutions can provide a
range of innovative options and mobile payments descoping staff.
• The service is configured to be simple to use for staff working alone, fast to implement
and be fully supported by Telsolutions.
• This solution uses a range of unique technical features & strategies to maintain high rates of customer
engagement and self-service options.
• Telsolutions extensive reporting suite incorporates the cloud dialers compliance and monitoring tools and
reporting to maintain and optimise productivity.

Engage, Chatbot & LiveChat combine - WFH solution
• Telsolutions hybrid configuration combines dialler functionality to manage the officers with AVM & other channels
to optimise both contact rates and manage staff availability. Chatbots and LiveChat open new engagement routes
for customers.

Contact details
Content is not for distribution to any third party provider without the express permission of the author Daniel Pearce. Telsolutions© 2020
Daniel Pearce
Director of Development & Sales
e: daniel.pearce@telsolutions.co.uk
t: 01279 456 679
Changes at Telsolutions:
In June 2020, Telsolutions will be expanding and rebranding. With a new website
that will also incorporate our new services and now a customer library of content
available for all.

Post Lockdown Customer Engagement

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