Customer engagement

  • A suite of daily customer scores proven to reduce the cost of customer engagement
  • Apply to all UK customers including your prospective, new and current customers as well as the credit active and inactive
  • Customer propensities include 3 best times, for and propensity of, contact, best channel for contact and likelihood of response, propensity of payment/purchase and propensity for vulnerability/resilience.

Our products help our clients to:

Free up staff

Contact customers sooner with elanev Contact. Reduce the time wasted on accounts that won’t pay or purchase using elanev Propensity. Our product with enable you to make better use of current staff and reduce recruitment pressures.

Retain customers

Our products help our clients to service customers sooner and more effectively. They are improving outcomes and retaining more customers. Our clients are reducing costs by retaining more customers which is cheaper than replacing them.

Reduce OPEX

Our products reduce OPEX costs and increase profitability. Your cost base is increasing. The cost-of-living crisis limits price increases in response. Instead clients use our products to become more efficient. They continue to maintain a high quality service and meet their customer duties.

Customer contact

• Contact the right customers sooner, reduced attempts
• Reduce £ cost per contact and save OPEX

Case study

Apply to email, SMS, voice blasts and outbound. When used with our ‘recommended channel’ scores will help you manage inbound volumes as well. In live UK deployments daily right party contact rates are 15% greater with elanev Contact than with those provided by a well-known predictive dialler deployed with a dedicated dialler manager. elanev Contact includes the propensity of contacting the account holder and the 3 best times each day for contact.

Customer propensities

• Reduce the cost per £ recovered or £ sale and save OPEX
• A set of simple to apply propensities for a given outcome

Case study

In live deployments our daily propensity scores realise c. 60% reduction in cost per £ recovery over incumbent big-3 bureau book-on scores. Example propensities include propensity for payment, propensity for purchase, best channel for customer engagement and propensity for a customer to respond to a channel.

Customer vulnerability

• Rapidly screen accounts reducing risk and costs
• Deliver to regulator consumer duty requirements

Case study

In live applications our award-winning customer financial vulnerability score identified 85% of known vulnerables within the top 10% of scores and that the highest 10% at risk 45% where vulnerable. Rapidly screen accounts to reduce risks and costs per £ recovered or sold. Appropriately align skill-based teams to reduce risk to fraud and risk of misconduct.

We support our clients with our predictive MI and customer decisioning products. These are proven to increase the efficiency of contact operations.

Predictive MI

• Increase performance, proactively manage to period end
• Gain better outcomes with our predictive approach to MI

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elanev Predictive MI shows what could happen given your current performance. Identify the areas and metrics you need to focus. Use these to help prioritise your resourcing and strategies in real-time to meet the target end of the month / period position.

Daily decisioning

• Optimise account management, increase efficiency gains
• Align account characteristics for desired outcomes

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Determine the next best action for each customer. Engage your customers appropriately through the best channel and at the right time whilst being up to date of their financial resilience and financial behaviour.

proud to work with leading organisations