TPV Recovery Strategy

TPV Roadmap

Third Party Verification Recovery Strategy

Ambit Energy, Customer Experience Manager

Project Intent

• To retain the business of customers unnecessarily lost with a failed Third Party Verification (TPV) call.

Audience

• Prospective customers intending to initiative energy service with Ambit.

Challenge

• Customers fail TPV for any number of reasons, sometime self-driven or from internal policies.
• Those that fail TPV calls are often never recovered due to lack communication and follow-up processes, both internally and with customers.
• Customers may remain in the dark once acquisition fails, possibly until their first expected bill.

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Solution | Skills Contributed

• Created high-level strategy and roadmap around modifying internal processes to help avoid TPV fails altogether.
• Designed several follow-up strategies to save customers lost in the world of TPV.