Environmental & Sustainability
Digital Engagement Enhancement
Veolia, previously Suez, is the world's largest environmental organisation specializing in water and waste management sectors.
Veolia
The Client
Veolia
- Company
- Veolia
- Website
- veolia.com
- Industry
- Environmental Services
- Headquarters
- paris, france
About Veolia
Veolia is a French multinational corporation and global leader in optimized resource management, providing water, waste, and energy management services. With approximately €45 billion in annual revenue and operations in over 40 countries, Veolia is primarily an operating company rather than a traditional investment firm.
The Challenge
Veolia, previously Suez, is the world's largest environmental organisation specializing in water and waste management sectors. Prior to the merger with Veolia in 2022, the company sought to promote paperless options for their bills, without disrupting its customer's payment deadlines. The transition posed a considerable challenge as paper bills often served as payment reminders, and the absence of this could potentially result in missed payments.
Our Approach
Mia Papanicolaou and Liz Stephen, Chameleon Collective's Customer Communications Strategists, partnered with Veolia to address these concerns and develop a solution that would enhance digital engagement without impacting Days Sales Outstanding (DSO). They strategized a comprehensive plan to facilitate seamless payment transitions to digital platforms while ensuring customers received timely reminders about their payment deadlines.
The Impact
Our strategy not only prevented an increase in DSO but remarkably, it was reduced. On average, the period for a customer to pay dropped from 9 days to a majority paying within the first week of receiving their eBill: 47% of customers paid within three days and 59% within the first week. Furthermore, the shift to paperless billing resulted in substantial cost savings of approximately $6 million for the company.
Chameleon Collective's customer-centric approach was crucial in driving digital engagement and improving the overall payment process, establishing a successful roadmap for Veolia's digital transformation journey.
The Work
~$6M
in cost savings from paperless billing
59%
of customers paid within a week
The Team
The Chameleons who delivered this engagement.
Practice Areas
Customer EngagementDigital Experience StrategyCustomer Communications Management