Sales monitoring support
The challenge
The customer is one of Italy's top five utilities.
The retail energy market is characterized by a growing risk of fraud against its operators. To prevent significant economic losses, it is necessary, on the one hand, to promptly identify the Points of Withdrawal subject to fraudulent behavior and, on the other hand, to prevent new contracts with historically delinquent customers or transfers of already insolvent Points of Withdrawal to new account holders.
The solution
Fichtner Management Consulting Italia s.r.l. supported a leading operator in the retail energy market in defining and implementing a framework dedicated to preventing delinquent accounts and managing fraud risk.
The project involved re-engineering sales and contracting processes, introducing rigorous controls and standardized procedures for verifying new customers. In addition, specific KPIs were defined for the continuous monitoring of arrears and for the automatic reporting of new contracts considered critical, and an operational model was established for the management and reporting of controls, allowing for accurate tracking of activities.
The conclusion
The activities carried out by FMCI have enabled the energy operator to identify critical withdrawal points, take preventive action to avoid new situations of arrears, and significantly reduce economic losses linked to abnormal behavior by customers and vendors.
In approximately six months of operation, the system has identified 160 critical withdrawal points associated with total arrears exceeding €1 million, demonstrating the effectiveness of the model.
