Real growth story
Customer
MET Energía, a Spanish subsidiary of the MET Group, markets natural gas and electricity.
The challenge
With its entry into the electricity market, MET Energía faced a significant growth in the number of its customers and greater regulatory complexity, especially in the management of communications prior to the cut-off of supply.
The process, previously manual and fragmented, generated delays in collection, lack of traceability and risk of non-compliance with regulations, with the consequent reputational and operational impact.
The solution
MET Energía implemented the
The platform makes it possible to easily send certified communications with legal evidentiary value because it is operated by a Trusted Service Provider qualified in certified electronic delivery.
The channels being used in this case for sending communications are email, SMS and postal bureaufax, MailComms Group being one of the few operators in the market capable of carrying out digital and postal communications through a single system.
In addition, the solution incorporates intelligent channel switching, i.e., the system analyzes the receiver’s behavior and makes new contact attempts through the available channels. This increases the effective reception rate of critical communications, such as debt notices or power outages, ensuring their traceability and legal validity.
The results
The combination of the two technologies provided MET Energía with a comprehensive solution that helped them to manage end-to-end processes and their reporting.
- Automation of the collection process and reliable communications, which frees up team resources and reduces manual tasks and errors.
- Centralized information, connected to the ERP and CertySign, allowing debt management from a single point.
- Full traceability of each file, providing complete control and visibility of the process.
- Professionalization of collection, with homogeneous processes according to the type of customer and business (gas or electricity).
- Real-time reporting, which facilitates agile, data-driven decision making.
- Guaranteed legal compliance with legal deadlines in debt notification and supply cut-off processes, avoiding penalties and reputational risks.
- Significant reduction in the average collection period and improvement in debt recovery in the amicable phase.
- Operational optimization, managing a greater volume of clients without increasing staff.
- More efficient communication, with faster and more reliable delivery of notices.