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Tracking Supplier Switches During Retention Calls

Team


As part of our ongoing efforts to improve customer retention insights, we’ve introduced a new process for tracking the names of suppliers that customers switch to.


✅ A tracker has been created and linked to the Hub for easy access.




📌 Please make it a standard part of your retention conversations to ask and record the name of the new supplier when a customer indicates they are switching.Capturing this information will help us better understand customer behavior and improve our competitive positioning.


If you have any questions or need help locating the tracker, please reach out to your supervisor.



 
 
 

Payment Arrangements Guide

Purpose: This document outlines the procedures and policies regarding payment arrangements. It provides guidelines on handling customer requests for payment extensions to ensure proper communication and documentation.

What is a Payment Arrangement?

A Payment Arrangement is an agreement between the Retail Energy Provider (REP) and the customer that allows the customer to settle outstanding bills after the due date.

·         Example Scenario:

·         Account: 105440

·         Bill Due Date: March 31, 2025

·         Final Payment Date: To avoid disconnection, the customer must pay by April 10, 2025, if unpaid.



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Procedure for Handling Payment Arrangement Requests:

1. Assess Customer Eligibility:

·         Confirm if the customer has received a disconnection notice.

·         Verify the outstanding balance and the account status.

2. Standard Payment Arrangement Terms:

·         If the customer requests a payment arrangement after receiving a disconnection notice, extend the due date by five consecutive days (including weekends) without requiring supervisor approval or placing a switch hold.

·         If the customer requires an extension beyond five days, offer a Deferred Payment Plan instead.

 

3. Documentation Requirements:

·         Write a detailed note including:

·         Agreed payment amount

·         Date the payment will be made

·         STICKY the note in the account to ensure the transaction does not trigger disconnection for non-payment.


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4. Communicating with the Customer:

·         Clearly explain the terms of the payment arrangement

·         Advise the customer that failure to make the agreed payment on time may result in service disconnection

·         If a Deferred Payment Plan is necessary, provide details on eligibility and terms.

 

Important Reminders:

·         Always confirm and document the arrangement before ending the call.

·         Ensure the STICKY note is visible to prevent system-automated disconnection.

·         If a customer requests multiple extensions, escalate to a supervisor for review.




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This procedure ensures consistency in handling payment arrangements while maintaining compliance with company policies and customer service standards.

 
 
 

PA Spring Guard

Audience

RRH Call Center

Brand

Spring

Topic

Spring Guard - Pennsylvania

 

Summary:

Begging March 17 2025, New Customers enrolling with Spring Power & Gas (PA only) will now be able to choose from the below offers through a partnership with Cinch Home Services.

Offer

Who qualifies

HVAC Protect

 

Homeowners

 

Plumbing Protect

 

Homeowners

 

Surge Protect

 

Homeowners/Renters

 

 

Benefits:


  • HVAC Protect

    Coverage: Up to $1,000 annually for system repair  or replacements.

Emergency Lodging Reimbursement: Up to $1,200 (one claim per year).

  Deductible:  $125

 

  • Plumbing Protect

Coverage: Up to $1000 annually for plumbing system repairs or replacements.

Covered Items: Water heaters, garbage disposals, faucets, toilets, stoppages, interior wall/gas lines, sump pumps, and more.}

Deductible:  $125

 

  • Surge Protect

Coverage: Reimbursement up to $1,500 annually for surge-damaged systems, appliances, or electronics.

Peace of Mind: Get reimbursed for the repair or replacement of surge-damaged systems, appliances, or electronics.

No Deductible.



 
 
 
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