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CMOS and Electric Ireland (ROI)– A Successful Partnership

Service Portfolio

In 2018, Electric Ireland (ROI) contracted for credit management services with CMOS, and our  sister business, Hugh J Ward and Co Solicitors which already provided legal services to Electric Ireland since 2005. Together,  we now provide  credit and debt management services including collections and related services for outstanding accounts of  residential and business customers. Using Electric Ireland’s own systems, CMOS provides of a range of services  for the accounts of over 3,000  customers each month, including

  • Collection of outstanding balances, including multimedia payment processing
  • Resolution of customer queries
  • Dynamic multimedia collection paths
  • Bespoke communication protocols
  • Analysis of debtor behaviour across a variety of metrics
  • Customised reporting against KPIs and analysis to drive continuous improvement
  • Protection and reinforcement of Electric Ireland’s brand and reputation

 

What has CMOS delivered for Electric Ireland (ROI) ?

CMOS’ service model is results-driven. Our business is about helping to minimise  our clients’ working capital requirements. Our results for Electric Ireland (ROI) speak for themselves:

  • Meeting and exceeding KPIs in a sustainable manner, including collections
  • Delivering continuous improvement in collection process
  • Assimilating with Electric Ireland’s culture of “customer first”
  • Retaining customer goodwill and protecting Electric Ireland’s brand
  • Using analysis of debtor behaviour to optimize performance across the customer journey
  • Qualification of cases for legal recovery via Hugh J Ward and Co Solicitors

 

Why is Electric Ireland (ROI)  partnered with CMOS ?

CMOS’ ability to adapt its service offering to the requirements of individual businesses has been a significant factor in the success of its relationship Electric Ireland (ROI) where continuous improvement and customisation have been informed by deep dive analysis of customer behaviour. CMOS’ unique ability, in conjunction with HJW&CO, to support the full customer and invoice journey from pre-due through overdue and legal recovery  is also a factor in the success of its ongoing relationship with Electric Ireland.

Testimonials

“Electric Ireland  has retained CMOS for several years now to collect outstanding receivables from  residential and commercial customers. I can confidently say that over that period CMOS has provided an exceptional standard of  service. . Collection rates have been optimal. CMOS’ customised analysis of debtor behaviour has facilitated continuous improvement in service. It has also proven valuable for Electric Ireland in recalibrating on-boarding of new customers to minimise the risk of customers entering arrears. Most importantly, CMOS’ approach and tone in communication with debtors has emulated Electric Ireland’s own approach and has consequently protected our reputation with customers.” 

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