Looking to cut paper processes and improve customer experience, Western Australian energy provider Synergy
hatched a plan to shift more customers to paperless billing. Just 15% of its one million-plus customers received their bills via email. However, research told them that a significant chunk (40%) of these customers opted for
email to lessen their fear of “forgetting to pay”. But using fear as a lever didn’t sit right with Synergy. How
could they re-position their paperless billing service as a customer service delight factor?
How Pyrios brought convenience to bill paying
Working with Synergy’s CRM platform and outbound management toolset, Pyrios developed an SMS application
to automatically trigger SMS alerts reminding customers to pay their bills.
Sending up to 33,000 SMS messages per month, the application uses CRM data to personalise messages
according to amount owed, payment history, customer segments, and other criteria. Messages are scheduled
according to customer preferences.
Less paper; more on-time payment
Synergy’s customers are taking to paperless billing, with a 10% lift in email opt-ins within months of the SMS reminder service launch.
Synergy benefits on two fronts:
- Emailed invoices slash printing and postage costs; and
- SMS reminders reduce late and ‘forgotten’ payments.
Customers also win, avoiding late payment, and reducing inevitable kitchen bench clutter!