P11 Idea Generation
Tech Issues
Pots of work
Business Name/Type/Number update Portion (Update Business Information)
Hard to find LL Details updater. "Create property administration role" - Stupid name
Interim solution - could we have access to see where things sit within Field?
Documents seem to get lost. No form of Doc Viewer, having to go into various notes
Banner doesn't give any clarity within a journey
Notes on the back of visits are not clear at all, we don't even really know where this information is? Hammered by metering to get loads of info, but we get very very little back.
What should be Automated?
What won't work in an automated format?
Smarter Dunning process
Letter process is terrible
No reasons for exiting Dunning
No clarity on how far through dunning these accounts are - Stops a consequences discussion
P2P stops dunning, even if not upheld
Lack of understanding of how it works
General Problems
No faith in accounts being worked when they leave to another process,
Pre DRV visit pot? Can have a stronger conversation
Why is it easier to send a customer flowers than route them through to an additional action.
Data is still terrible
Councils - How much debt do we have sat in potentially easily resolvable work? - .org/.gov emails - do we utilise Portfolio enough for these?
Managing Agents
Ability to download multiple invoices at once. Wastes masses of time (Managing agents/Councils)
Never paid
Can only have 1 email per account - so many managing agents have specific emails so its wastes tonnes of time having to remove to re-add a new one
Paper Bills - absolute mess. So long winded and again just wastes time - res-send letter button
Letters
Cancelation of DD's if they're not paying - are payments actually going in?
Late payment Fees - No consistency
Pay by BACS
Pay by card
SME Occupiers
Empties
Entities are incorrect - is stopping lots of customer from paying
Late Payment Fees? No consistency
click to edit
5 Weeks post welcome letter review