The Issue:
A nursery with multiple sites was facing an identical issue across all sites. The primary issues stemmed from the customer’s Direct Debits not being set up with their new energy supplier, and the billing addresses listed on their accounts were incorrect, due to an administrative oversight on the supplier’s part.
The customer brought this issue to their Account Manager’s attention promptly, which was swiftly passed over to our Customer Service Team to investigate, as they were posing risks to non-payments. Furthermore, the customer also faced issues with e-signatures, which required additional attention.
The Resolution:
After a comprehensive investigation of the issues at hand, we accumulated a multi-faceted resolution. Firstly, the customer’s Account Manager attended site, with a paper copy of a Direct Debit Mandate to be signed, as this was their preferred method of completion.
Once this was provided to our Customer Care team, they immediately submitted this to the Supplier and chased to have this applied to the account to secure payments. Once the Mandate was accepted and applied by the supplier, the team then requested a change to the billing addresses on all accounts, which was soon completed and eliminated the prior issue.
As a result of our prompt action, the customer was no longer facing any obstacles and all discrepancies were successfully rectified. By consolidating their direct debit mandate query through an on-site visit and ensuring their ability to sign relevant documents, despite their initial technical limitations with e-signing, we provided a comprehensive solution. The customer was very appreciative of the efforts applied to resolving the issues at hand.
