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Retail X - Coggle Diagram
Retail X
Products & Pricing
MDH
MSATS
codes
Basic's of Pricing - 3 main factors
GST
Rates
Supply
Types of Tariffs
Peak tariffs
off peak tariffs
controlled load
Products!
Default Market Offer (DMO)
BPIDs
pricing fact sheets
generally available vs restricted
Standing vs Market
standing agreement
market agreement
fixed & low rate plans
Origin Go
Advantage
Advantage XL
Advantage ePlus
Origin Go + Everyday Rewards
GreenPower
discounted plans
Product Switches
Product Changes
Credit
DDI
POROB
BPAY
Credit card payments over the phone
transferring credits/debits
payment arrangements
debt only - short term
debt + future consumption
promise to pay - 2 week basis
FICO
Twilio - Kraken phone system
'GO AVAILABLE' to answer calls
click ' unidentifiable' to receive calls that are not linked in Kraken
'Hero' button allows calls from other teams to come in if wait times creep up
'my recent calls' links to all previous calls
incoming call will ask you to accept call 'YES/NO' before the call drops in
copy Kraken account number in Twilio and Kraken will automatically copy note and call from Twilio
What's different?
end to end customer service
ownership
autonomy and accountability
completely random mix of customers migrated from SAP allocated to each team through 'taps'
Red Lines
UNLEASH THE KRAKEN!
Search bar will bring up any data entered to locate account
can view when emails were sent and if email/bill has been opened
Kraken will house all communications, email/SMS/calls as long as communication methods are listed on the account
MASQUERADE: shows the MyAccount page exactly how the customer is viewing
Kraken Billing
Regulations
When do we bill?
Charges
Statements
Hardship
Regulations
Assessing hardship
EAPA vouchers available
can suggest financial counsellor help
Guiding Principles
happy customers - CHI (Customer Happiness Index)
efficiency - 1:4,500
happy and socially engaged team
Life Support
needed to maintain their life or health
send out medical rebate form to NSW customers
QLD customers must go directly through govt website
Complaints
Regular complaints vs Credit complaints
Recording complaints
Inside Octopus Energy: Podcast
Metering