Podcast ¦ RO-AR.com : RO-AR.com : Helping Customers and Clients with Service Visits and Data

Summary

In this podcast, Chris interviews Gary Jones, the managing director of Verify, a field services company. They discuss the current trends in field services and the impact of the current environment on doorstep visits and customer interactions. Gary highlights the increasing issues of vulnerability and financial difficulty among customers, particularly in areas with high cost of living. They also discuss the importance of human-to-human interactions and the challenges of digital communication for customers with literacy or technology issues.

Key Points

• Field services have diminished in the financial services industry since the FCA regulations in 2014, but are still prevalent in the utility sector.
• Vulnerability and financial issues are the main concerns observed during doorstep visits.
• Mental health issues and cost of living crisis contribute to the vulnerability of customers.
• Customers on the doorstep often have difficulty understanding letters and digital communications.
• Field visits are not focused on debt collection, but on gathering and collecting information to advise clients on the best strategy for each customer.
• Data is crucial for field services and can help improve processes and customer outcomes.
• Not all customers are comfortable with or capable of using digital technology, highlighting the need for human interactions and self-service options.
• Different demographics require different approaches in field services.
• Data analysis will help determine the best time to contact customers and the best properties to visit.

Key Statistics

• 85-90% of the population uses mobile devices, but not all are proficient in using technology.
• 30-40% of customers visited did not understand or recognize QR codes.

Key Takeaways

• Vulnerability and financial difficulties are increasing concerns during field visits.
• Literacy and technology issues hinder digital communication with customers.
• Field visits are focused on gathering and collecting information rather than debt collection.
• Data is critical for making informed decisions and improving processes.
• Not all customers are comfortable with or capable of using digital technology.
• Human-to-human interactions are important in addressing customer needs.
• Sending letters and using QR codes may not be effective for all customers.
• Different demographics may require different approaches in field services.
• Data analysis can help determine the best time to contact customers.
• Data-driven insights can improve the effectiveness of field services.
• Addressing literacy issues and providing self-service options are important for customer engagement.
• Seeking external support services and signposting vulnerable customers can improve outcomes.