Vulnerable customer and debt support solution for New Zealand
Support customers earlier and drive better repayment plans
Identify, understand and support your customers experiencing vulnerabilities, hardship or changing life circumstances.
- Build customer resilience
- Create sustainable repayment plans
- Help avoid crisis situations like entrenched debt and homelessness
5 x
customers are five times more likely to disclose their situation through a TellJO wellbeing check, than to the organisation they are in debt to.
Source: TellJO data
How it works?
1
Characteristics of vulnerability can affect anyone. Financial pressure, health issues, caring responsibilities, bereavement, housing insecurity, and other life events can all affect a customer’s ability to engage, pay or access the support available to them.
2
For organisations, this creates a clear need to identify vulnerability earlier, understand customer circumstances more fully, and connect people with relevant support before issues escalate.
3
TellJO helps make that possible.
4
Customers are 5 x more likely to disclose to TellJO through a digital wellbeing check than the organisation they are in debt to.
5
The insight gathered helps teams understand customer needs, prioritise support, and guide people towards appropriate next steps - 9 out of 10 customers who complete a digital wellbeing check also request to pay their bill or set up a payment arrangement.
Supporting sectors where customer vulnerability matters
- Energy and utilities
- Financial services
- Collections and recoveries
- Housing
- Local government
UK-founded TellJO supports organisations and customers across the UK, Australia and New Zealand, with support signposts tailored to each location.
TellJO also aids compliance with
- Electricity Authority Customer Care Obligations
- Credit Contracts and Consumer Finance Act
- Responsible Lending Code
- Privacy Act 2020 regulation
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