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“We engaged SECOR Consulting to help us enhance our understanding of our customers' experiences and expectations in dealing with Business Stream during and after the launch of competition in our industry.
By working with us and understanding our specific needs, SECOR has helped Business Stream to continue to place the needs of our customers at the heart of operations as we transition into a fully competitive market.."
Mark Powles, Managing Director, Business Stream
“The SECOR Consulting Credit & Debt Management survey report is a comprehensive review of the issues and solutions
applicable to Telcos today. I found it very useful to benchmark our performance here at Vodafone Ireland with leading
communication companies from around the world.
The variations in debtor performance are fascinating, and the differing techniques used to overcome them are
illuminating and useful.
Personally I was very pleased to see that generally our performance is good, and I will take great pleasure in telling
my CFO how well we are doing!
I would encourage other operators to participate in this valuable research."
David Pursun, Credit Manager, Vodafone Ireland Ltd.
“SECOR have been assisting us since the outset of our Customer Management outsourcer selection exercise. Throughout SECOR have
continually impressed us with their invaluable advice and quality of resource."
John Bevan, Head of Billing and Income, Dwr Cymru Welsh Water.
"In order to ensure our proposition strategy for the energy and utilities sector was aligned to the market
we commissioned SECOR to produce best practice white papers on customer service, credit management and the future of water
industry regulation. The papers they produced clearly demonstrated their thought leadership and experience of this sector
and proved invaluable to us in formulating our future strategy and positioning it with our clients."
Jeremy Singleton, Client Director, Utilities Sector, Vertex.
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“When South West Water required assistance with benchmarking performance, good practice and future development
in debt management in the water sector, we turned to SECOR Consulting Limited. With its annual Energy & Utilities Credit
and Debt Management Survey and extensive contacts with utility companies, SECOR was seen to be uniquely placed to provide
one stop benchmarking and good practice advice. We were not disappointed. SECOR provided exactly the information and advice
we needed to inform our decisions on strategic direction for good practice management of debt.”
Monica Read, Customer Service Director, South West Water.
“The onsite SECOR team was very thorough and their investigations covered a wide remit. SECOR had
a director who oversaw the project and this gave me confidence of continued focus and approach. There
were initially three senior consultants on site, who flexed their time across the various areas under
examination and this allowed fast coverage and rapid ramp-up/down when necessary. The current work with
SECOR continues in one area and we expect to see some revenue benefits later in the year”.
Lionel Dawson, Head of Revenue Assurance, O2 UK.
“I would like to pass on my sincere thanks for the work recently completed by SECOR in helping me
pull my operating plan and new organisational design together.
The focus on my requirements as the customer, together with the commitment of the individuals involved was
first class and ensured a high quality deliverable".
Gordon Simpson, General Manager of Billing Operations, ScottishPower.
“May I express my thanks for all the hard work you have put into supporting CLASS over the years,
I know I speak for myself and the rest of the team (and CLASS users generally) that you have done an
excellent job."
ODPM.
“Our objective was to define and articulate npower's residential internet and customer management
strategies for the next 3-5 years, as well as to bring focus to short term, more tactical opportunities. The
work also required the implementation of programmes of work to meet the strategic targets. In working with
us to achieve these goals, SECOR understood our business drivers and shared industry expertise to help us
develop pragmatic and achievable solutions."
Julia Lynch-Williams, Head of Product Management, npower.
Within BT NL we will use the outcome from this benchmark to further set challenging targets for
our credit and collections team in order to become Best in Class”.
Dr Humphrey Perdaems, BT Netherlands.
When up against a tight and extremely critical deadline and faced with an unexpected resourcing
issue, we turned to SECOR as we needed consultants with both sufficient expertise in our industry and
understanding of our business operation to be able to hit the ground running. They did exactly that,
producing first rate deliverables within extremely tight timescales for which we are extremely grateful.”.
Phil Newland, Business Development Director, Echo Managed Services.
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