TRE-FOR improves quality and makes profits through outsourcing
“It is more than a
cooperation – it is
a partnership.”
Jette Post, Department
Manager at TRE-FOR
Logica BPO services helped TRE-FOR increasing billing quality and customer satisfaction, with a large reduction on costs.
The multi-utility company TRE-FOR in Kolding, Denmark has outsourced its meter-to-cash function to Logica, which is now part of CGI. This means that Logica’s BPO (Business Process Outsourcing) Services is in charge of all processes from meter reading until the customer has paid – including the handling of data, billing, issuing dunning letters and customer service.
Logica is measured on sales
This point is underlined by the business model at Logica BPO Services. One of several Key
Performance Indicators (KPIs) is the sale through customer service. Furthermore, TRE-FOR only pays for its consumption. We have agreed a fixed price per customer. So if the number of customers increases, it will cost more – and if it decreases, it will cost less. This provides a strong common interest in the cooperation and eliminates the risk of the outsourcing partner performing poorly, for example when billing, and then making money on sending out dunning letters and receiving calls from dissatisfied customers. Logica is also measured on billing rate and losses on irrecoverable debts.
Benefits for TRE-FOR:
- Better quality
- Satisfied customers
- Lower costs
- Increased sales
- Focus on the core business
- Freed up management resources
- Scalable customer service
- Enhanced ability to meet challenges of the future
Download Case Study
Logica
Skip to content
