REDDITCH outsourcing specialist Sigma Connected has won a new contract to support a 100 per cent renewable energy supplier to manage its most vulnerable or financially challenged customers.
The Prospect Hill company provides customer contact services for some of Britain’s biggest energy suppliers and has won the contract with Pure Planet through Sigma’s Reach:Out scheme, an initiative that helps customers struggling to pay bills to access grants and free money advice, as well as signposting to charities.
Reach:Out also helps customers understand how their utility suppliers can help with water or fuel poverty as research shows low awareness of this type of support.
The two-year contract award follows a successful four-week pilot of Reach:Out between the two companies, which saw 23 per cent positive engagement from those referred over eight working days.
Customers were guided back to Pure Planet so they could work together on a resolution to their debt, as well as connecting with charities such as the Samaritans, StepChange and MIND.
Gary Gilburd, chief executive of Sigma Connected, said: “Our Reach:Out team was set up to provide a new solution to support and guide customers who are struggling to pay their bills.
“Our initial pilot with the team at Pure Planet has been a huge success and has helped a large number of previously unreachable members, so we’re delighted to be taking the next more permanent steps.
“Reach:Out is gaining more and more attention across the utilities, energy and financial sectors as companies are seeing it can give their vulnerable customers a dedicated, hand-picked team who can access financial help, advice and a pathway to general mental health support – also avoiding the need for any debt collection.”
